www.engagecustomer.com Open in urlscan Pro
2606:2c40::c73c:67e1  Public Scan

Form analysis
0 forms found in the DOM

Text Content

This website stores cookies on your computer. These cookies are used to collect
information about how you interact with our website and allow us to remember
you. We use this information in order to improve and customize your browsing
experience and for analytics and metrics about our visitors both on this website
and other media. To find out more about the cookies we use, see our Privacy
Policy

If you decline, your information won’t be tracked when you visit this website. A
single cookie will be used in your browser to remember your preference not to be
tracked.

Accept Decline
Skip to content
 * Overview
 * Speakers
 * Agenda
 * Partners
 * Venue

Open main navigation Close main navigation
 * Overview
 * Speakers
 * Agenda
 * Partners
 * Venue
 * Register

Register

THE BREWERY, LONDON – TUESDAY 28TH NOVEMBER

Register Now

THE PIVOTAL ROLE OF HUMAN-CENTRICITY IN CULTIVATING CUSTOMER BELONGING

1000+ ATTENDEES
100+ PRESENTATIONS
ONE-DAY EVENT
ROUNDTABLE SESSIONS
Your browser does not support the video tag.


A JAM-PACKED DAY OF DIVERSE CONTENT COVERING ALL ASPECTS OF CUSTOMER ENGAGEMENT

Hear from top-level speakers from world-class brands as they draw upon real-life
case studies to showcase the latest innovations in the CX world, sharing
valuable, take home, implementable ideas and strategies to enhance customer
engagement.

Join us live at the The Brewery, London on the 28th November 2023 to become more
attuned to your customers and deliver the service they expect in this ever-more
digital world of human engagement. 




KEY FACTS

1000+ ATTENDEES

100+ PRESENTATIONS

ONE-DAY EVENT

ROUNDTABLE SESSIONS

CASE STUDY PRESENTATIONS

1-2-1 MEETINGS




WHAT TO EXPECT





TOPIC STREAMS

Customer Engagement Transformation

In today's fast-paced digital era, organisations are faced with the task of
meeting their customers' ever-evolving needs to stay ahead of the game. The
advancement of technology has provided a multitude of opportunities to
revolutionise the way organisations interact with their customers. Join this
stream to discover how to thrive and win customer loyalty in an increasingly
competitive landscape.

Data & Insights

Data and insights have the power to revolutionise the customer experience. By
leveraging the wealth of information available, organisations can gain valuable
insights into customer preferences, behaviour patterns, and needs. As well as
this, organisations can identify pain points in the customer journey and
implement targeted strategies to address them. By analysing customer feedback,
purchase history, and browsing patterns, organisations can also tailor their
offerings, ensuring each customer feels valued and understood. This stream will
the demonstrate the power of data and insights for those looking to enhance the
customer experience. 

Creating a Customer-Centric Culture

At the heart of a customer-centric culture lies the belief that every
interaction with a customer is an opportunity to create a positive and memorable
experience. This stream will provide practical tips on how to align every aspect
of your organisation towards understanding and meeting the needs of your
customers. By cultivating a customer-centric culture, you can establish a
relationship-driven approach that not only attracts new customers but also
fosters loyalty among your existing ones.

Strategies to Enhance the Customer Journey

Implementing a successful customer journey strategy is a complex task, as each
organisation and customer is unique. With unpredictable customers and varying
interaction patterns based on individual needs and industry, the key to a
successful customer journey map is the data sources available to us - they help
highlight common pain points, as well as opportunities that lie within
touchpoints. This stream aims to uncover strategies that organisations can
create a seamless and omnichannel experience that leaves a lasting impression.

Customer Service and Success

Customer service is the foundation upon which successful organisations thrive.
It is not just about resolving customer issues, it is about creating exceptional
experiences that leave a lasting impression. Join this stream to gain valuable
insights from industry leaders who have successfully revolutionised customer
service/success within their organisations. Discover practical and actionable
techniques that can be implemented to transform service and drive unprecedented
success within your own organisation. 

Marketing's Role in Enhancing CX

Marketing's role in enhancing CX cannot be understated. From brand positioning
and perception shaping to customer engagement and personalised experiences,
marketing acts as a catalyst for creating exceptional customer journeys. Join
this stream to learn how, by continuously adapting to evolving customer needs
and expectations, marketers can drive customer satisfaction, loyalty, and
ultimately, business growth.

The Future of CX

The world of customer engagement and experience is evolving and evolving
rapidly. The pace of change continues to accelerate. Join this stream to ensure
your CX strategies are fit for what the future holds.

Creating Value in the Contact Centre

Contact centres are ideally placed to become the beating heart of an
organisation. With the contact centre space providing a significant, growing
opportunity for customer experience, these touchpoints provide a powerful tool
to transform the success of an organisation in today’s digital world.

Evolution of Voice of the Customer

The role of customers has become increasingly vital in shaping the development
of services and products across various channels. The Voice of the Customer
stands as a pivotal aspect in the formulation of effective customer engagement
strategies. This stream will demonstrate how to implement a successful voice of
the customer strategy.

The Evolution of CX Service Design

Service design is a rapidly evolving field that builds upon the concept of the
customer journey. In today's digital age, service by design has become an
absolute necessity. As consumers become more tech-savvy, their expectations have
skyrocketed, demanding nothing less than a flawless and effortless experience
every single time. This has led to an increased emphasis on service design, as
organisations recognise the importance of meeting and exceeding these heightened
expectations. This stream will demonstrate how, by prioritising service by
design, organisations can ensure that they not only meet customer demands but
also create a lasting impression that keeps them coming back for more.

Artificial Intelligence and Robotics

The rapidly advancing technologies in the field of AI and Robotics offer
numerous possibilities for organisations to address the challenges they face in
enhancing relationships with their customers. Join this stream as we demonstrate
how leading organisations are utilising new technologies to transform success.

Using Customer Insights to Personalise CX

With 91% of consumers saying that they are more likely to shop with a an
organisation who make personalised recommendations to them, this really is the
future of customer experience. 

The best way to find out exactly what your customers want is to utilise the
insights we hold on them in order to create an experience that's right for them.
This stream will teach you how to do just that.

Customer and Employee Engagement

The correlation between highly engaged employees and customers who are similarly
engaged is irrefutable. Study after study has proven a clear path from engaged
employees to engaged customers to improved performance and profitability.

Innovative and Disruptive Strategies in CX

In today's rapidly changing landscape, staying ahead of the competition requires
more than just delivering exceptional products or services. It demands a deep
understanding of the customer experience and the ability to harness innovation
at its core. This stream delves into the power of innovation and how it can be
leveraged to form a winning strategy that not only satisfies customers but also
gives you a significant edge over your competition.

Linking Voice of the Employee and Voice of the Customer

The growing connection between the Voice of the Customer and the Voice of the
Employee is a significant trend in the industry. Strategies centreed around VOC
and VOE are among the most dynamic in the realm of customer and employee
engagement. This stream is designed to assist you in unlocking the multitude of
benefits for your organisation.

Engaging with the Digital Customer Across the Enterprise

Engaging with the digital customer across the enterprise is not just about
technology - it's about building meaningful relationships and fostering customer
loyalty. At our company, we believe that every customer interaction is an
opportunity to build trust and create a lasting impression. By combining our
expertise in digital strategy, data analytics, and customer experience design,
we help businesses transform their customer relationships and drive sustainable
growth.

In today's digital age, the customer is king, and successful businesses are the
ones that prioritize engaging with the digital customer across the enterprise.
With our comprehensive solutions and unwavering commitment to excellence, we
empower businesses to embrace digital transformation and deliver unparalleled
customer experiences. Together, let's unlock the true potential of your business
and create a digital customer journey that sets you apart from the competition.

2023 Speakers

ALEX SCOTT MBE

BBC Sport and Sky Sports Former professional footballer, pundit and presenter
The former Arsenal Captain and England Centurion is a well-regarded pundit for
BBC and Sky Sports, a regular on BBC’s Match of the Day as well as fronting
ambassadorial campaigns with Nike, Barclays and Cadbury’s. Alex signed with
Arsenal at age 8 and stayed with the team for most of her career. Alex helped
the club achieve a domestic double of the FA Women’s Cup and the FA Women’s
Premier League. She was also a key figure in the historic quadruple season for
Arsenal in which they won all their trophy competitions. This became the obvious
prelude to Alex’s captaincy for the club in the 2014/15 season. While playing
for England Alex had the opportunity to travel all over the world playing the
game she loves. Retiring from international football in 2017, though not before
representing Great Britain in the Olympics. Alex ended up the second most capped
England player with 140 appearances. Since her retirement in 2018, Alex has
begun a successful broadcasting career and has quickly become renown for her
insights into the game and sharp punditry skills. Alex is a steady part of BBC
Sport’s football broadcasting team and has become a regular face for Sky Sports
football coverage, even providing courtside coverage of the NBA in January of
this year. Alex made history last August as the first female Sky Pundit on a Sky
Sports’ Super Sunday and made waves as a fresh addition to the BBC World Cup
Commentary line up. Alex has been involved in co-presenting Match of the Day
Kickabout most Saturday mornings as well as forming part of the presenting team
for The Women’s Football Show on Sunday evenings. She also took to writing a
weekly women’s football column in the Morning Star and is a regular face on
Premier League Productions’ Fan Zones. Away from the world of football, Alex
took part in and won Bear Grylls: Mission Survivor and the Sports Relief
Strictly Come Dancing special in 2018. Along with her achievements in broadcast,
Alex has undertaken some exciting commercial and ambassadorial opportunities. In
2018, Alex began her partnership with Cadbury’s alongside Jamie Redknapp and Ian
Wright, which is to continue into this year. She has also begun an ambassadorial
role with Nike and is continuing her relationship with Barclays as a key
spokeswoman for their move into the world of Alongside this, Alex is an
ambassador for Arsenal Football Club. Alex is also heavily involved in
charitable projects, working with Premier League Communities and launching the
Sky Ocean Rescue and Premier League Plastic Pollution Challenge. She also opened
The Alex Scott Academy in 2012 in partnership with Kingston College and Puma,
the first of its kind for women in the UK. Alex wanted to create an academy
system that not only focused on training but also focused on working towards
qualifications, providing players with an unrivalled calibre of training, skill
development and match play all while promoting excellence in the class room as
well.
Read more

GAIL EMMS MBE

Champions Speakers Agency Former World Champion Badminton player

With Team GB achieving unprecedented Olympic success and the whole of the United
Kingdom fascinated by the sporting world, Gail Emms MBE is an icon of British
sporting success.  Former world champion and having won a silver medal at the
2004 Athens Olympic Games with mixed badminton doubles partner Nathan Robertson,
the sporting star can now look back on a career that saw her reach the very top
of her sport. As one of Britain’s inspiring Olympians, Gail represents the very
best of the nation’s sporting offering.  Playing badminton from the age of four,
she has shaped her career around the sport and began representing her country in
1995. Her appearances in both women’s and mixed doubles tournaments have seen
her awarded with gold, silver and bronze medals and she consistently achieved
results that saw her reach the top of the world rankings. Inspired by her
family’s love of sport, Gail was destined for a glittering career.  Now retired
from professional competition, she has turned her attentions to sharing the
hugely positive impact that sport can have on life and well-being, working as an
ambassador for sport and inspiring young people to be more active.

Read more

LINDSAY MITCHELL

Harrods Head of Customer Service Experience

A Strategic Head of Customer Engagement & Experience who has a relentless
passion to ensure customer centricity sits at the heart of the business. I have
often been told I have Grit; positivity, perseverance, and passion towards
achieving long term goals. I love to master new challenges and see problems as
an opportunity to innovate. I have enjoyed a long career working across a
variety of both B2C and B2B businesses and functions enabling broad vertical
experiences and exposing me to the full spectrum of business models. My diverse
background in sales, operations, customer experience, business marketing,
digital marketing and eCommerce has delivered insights that allow me to
successfully deliver value to different customer audiences. I continually strive
for new assignments that not only stretch myself but build new perspectives on
the customer. I am passionate about leading teams that love to test, design and
explore programs that enrich and influence customer relationships and overall
improve customer experience. I drive and lead change, am an effective
communicator and draw energy from managing people and developing talent

Read more

STUART IRVINE

Heathrow Airport Digital Orchestration Lead
A Marketing technologist with 20 years experience in the Travel Industry. Recent
roles have incorporated responsibility for Heathrow's web analytics, management
of several CRO and CXM programmes, web development projects as well as digital
acquisition.
Read more

MATT ROBERTS

Formula E VP Business Intelligence

Matt have over 20 years experience in data and insight, working for a number of
sports broadcasters ( Eurosport, ESPN, BT Sport and Sky Sports) before joining
F1 as Global Research director in 2017 where he headed up the research and
insight department, managing all BI reporting and strategic insight for the
business. In 2021, he joined Formula E to set up their insight function and is
currently VP of Business Intelligence.

 

Read more

ISOBEL MILLS

Bloom & Wild Director of Customer Delight
Isobel is the Director of Customer Delight for the Bloom & Wild Group. She’s
passionate about making every customer’s gifting experience a delight. And
a huge advocate both for Customer Service as a rewarding and vibrant career
option, and for all businesses to give all teams opportunity and encouragement
to engage directly with their customers and customer service teams. She leads
the Customer Delight team across two brands, eight markets and multiple
channels. She has over eight year’s experience of working with Bloom & Wild,
growing the function from a start up team of 2 through to the 41 strong team
working with three outsourced agencies that delights customers all over Europe.
Read more

SANJAY LUTHRA

Diageo Global Head of Digital & Technology - Consumer Data & Activation
Sanjay is the Global Head of Digital & Technology at Diageo, a world leader in
alcoholic beverages, with 20 years of industry experience spanning consulting
and fast-moving consumer goods.
Read more

REBECCA POWELL

Ella's Kitchen Head of Customer Care
Rebecca Powell has been with Ellas Kitchen for 11 years and is a dedicated
employee. Rebecca is the head of customer service at the organization, which was
founded to encourage healthy feeding among newborns and young children.
Read more

NATHAN SANDERS

Ford Head of European Contact Centres

Hello -  I am Nathan Sanders and I am the Ford of Europe Customer Relationship
Centre manager. Been at Ford 27 years holding 13 different positions within this
time.
I am married with three children, 6, 15 and 17.
I enjoy watching all sports and play golf when time allows. Also enjoy DIY and
gardening.
My experience covers finance, audit, dealer support for both sales and
aftersales 
I have always been keen to learn about the customer and deliver a service that
produces a response of ‘ that was excellent’
At Ford not only are vehicle preferences and uses evolving, so are customer
expectation on support and feeling part of a family or community.
As the electric evolution continues, the relationship Ford has with its
customers is changing and my team are seeing these changes every day.

Read more

ROSIE BAILEY

CitySprint Customer and Commercial Director

Rosie is responsible for CitySprint’s customer engagement strategy, focusing on
attraction, acquisition, retention, and growth, and leading the Customer
Experience programme including marketing, contact centres and the customer
service organisation. Rosie also leads on pricing strategy, new business sales
and the account management & development of CitySprint’s account customer base.
Rosie is the sponsor for customer facing technology including the Salesforce CRM
platform and has also led multiple change and business process improvement
projects within the organisation. Rosie is part of the leadership team that in
2021 took CitySprint through a successful trade sale to Geopost Group, owners of
DPD. With over 25 years’ logistics experience, Rosie led the strategic account
management programme for the industrial and 3PL sectors at City Link before
joining CitySprint in 2013.

Read more

MARK KERR

BNP Paribas Real Estate Head of Customer Experience
Customer experience professional, working with brands and organisations to
design, build and deliver transformational customer engagement strategies.
Analytical and data driven adept at using insights to tell customer stories and
influence policy decisions at all levels. Areas of specialism include data
analytics ( Qualtrics certification), customer journey mapping, voice of the
customer strategy, CRM, service design and real estate.
Read more

LOUISE WALSH

Utilita Energy Chief Customer Contact Officer
Louise, a seasoned professional deeply entrenched in Utilita's values, who
embodies the company's mantra: always doing right by the customer. Having
kickstarted her journey in 2011 as a customer service advisor, she has navigated
her way up to the top echelons of the business, culminating in a comprehensive
understanding of every facet of the industry and the core needs of customers.
Previously Director of Sales Operations, Louise transitioned into the role of
Chief Customer Contact Officer in February 2022. This new position allowed her
to revolutionise Utilita's contact centres, leveraging her profound
understanding of the business, its operations, and most importantly, its
customers.
Read more

GABRIEL ROSS

Homeprotect Home Insurance Head of Customer Strategy
Gabriel has spent his career within Financial Services, where he has developed a
deep understanding of customer engagement drivers and strategies. He spent the
early years of his career working in growth and customer strategy development
roles for Fintech startups, before becoming Head of Customer Strategy at
Homeprotect. Gabriel enjoys fusing the analytical with the emotional, as well as
leaning on his career experience working alongside diverse business functions
and teams, to develop valuable strategies and solutions that resonate with
customers. His experience working within high-growth startups also helps him to
keep business transformation projects agile and maintain a focus on key
commercial proof points throughout.
Read more

JAMES DOLLING

Arriva Rail London Head of Customer Information

Railway professional working within sector for 10 years working on Major
Projects and Change. Currently reviewing the provision of information within
Arriva Rail London and partnering with TfL on how we can better support all need
around London both in usual running and the complexities which disruption
causes. As a concession there are differing requirements with the wider industry
piece which is considering ‘Smarter Information, Smarter Journeys’ led by the
RDG. My role is to harmonise both objectives and deliver for London. I have just
finished a 5 year strategy has been written focusing on centralising our data,
cross channel consistency collaborating with the industry and maximizing our
colleagues. How we provide information has been a pain point for all industries
and whilst legacy systems sometimes hold back process and change it is
navigating a way to benefit London’s public.

Read more

DAVID WALKER

OVO Head of Lifetime Customer Value
David is working to improve the end-to-end customer journey and has been in
leadership positions at OVO for over 6 years. Previously, David has held roles
at SSE, Guardian News & Media, Spar and more.
Read more

LYNNE PITWOOD

Newcastle Building Society Head of Customer Experience

Lynne has an abundance of knowledge and 22 years of professional experience in
marketing and customer service. Lynne is the Head of Customer Experience at
Newcastle Building Society, having graduated from the University of Lincoln with
a Bachelors degree in Business studies and a Masters degree in Strategic
Leadership from Loughborough University.

Read more

EMMA COTTLE

Newcastle Building Society Digital Marketing Manager

Emma Cottle is an experienced marketing professional with over 13 years
experience in leading award winning teams, digital transformation projects and
marketing initiatives to deliver growth to organisations through marketing
strategy, digital content, improved UX, quality communications, plans and
processes designed with customers at the heart.

Read more

LEON ELLERTON

Experian Client Delivery and Customer Experience Director
I have a real passion for enabling and delivering Customer / Client Value and
Experience driving satisfaction and revenue which has been developed over 16
years across multiple industries. Working for some of these industries most
recognisable brands (Royal Bank Of Scotland, Kuoni GTA, Willis Towers Watson,
Experian) I have worked end to end across the value chain to drive enhanced
customer centricity and improvements that have a tangible impact to the Client
utilising both digital and technology solutions but also leveraging process and
engaging people.
Read more

ROZANNA SHORT

GTR (Govia Thameslink Railway) Customer Experience Design Manager & Co-chair of
The Women’s Network

Rozanna has been passionate about working with customers since her first job as
a waitress at 15. After working in hospitality, she worked in Financial
Technology for c.10 years before leaving her role as Customer Service Manager at
what was then Spire Payments (formerly Hypercom – now Castle Payments), to join
Govia Thameslink Railway in 2019. After working as Customer Relations
Improvement Manager for 2 years she was promoted to Customer Experience Design
Manager and is also proud to be the Co-chair of their Women’s Network. 

Read more

IAN HUNT

Liberty London Customer Service Director
A highly self-motivated individual with over 25 years' experience in UK retail.
Has a demonstrable reputation for success in cross functional and supplier
engagement, high level of attention to detail, process change and implementation
in both e-Commerce and Retail Operations. Accomplished at innovative, creative
problem solving and customer proposition development.
Read more

CARL MCCARTNEY

Les Mills Customer Experience Director
Carl McCartney is Customer Experience Director for Les Mills. Carl started his
Les Mills career as a National Trainer/ Presenter 20 years ago and has held a
number of key roles within both the global and UK business, including working in
both the German and Nordics markets and also working centrally as Global
Performance Development Director. This breadth of industry experience has
allowed Carl to build unparalleled expertise in the Health and Fitness industry.
He is dedicated to helping club partners build healthier businesses, working
with them to achieve their business goals and supporting member retention and
recruitment challenges.
Read more

ANURADHA DESHPANDE

GoCardless Director of Customer Support
Anu is a highly experienced leader with strong experience working in
technology-led businesses. She is a change agent with demonstratable expertise
in transformation, leadership, strategy, and delivering results. She is leading
the award-winning global Customer Support function at GoCardless and manages a
scale Customer Success team. Previously at Redgate, she has played an
instrumental role in turning around the Global Product Support organization over
the last couple of years as its leader. She defined and executed a new vision
and strategy that consistently delivered over 95% CSAT, leveraged technology to
scale, and influenced over 33% of QoQ average revenues, delivering over 99% of
SLA adherence across the entire customer base. Anu is now part of the Customer
Success leadership team as it has rolled out across Redgate.
Read more

KIMBERLEY ANTHONY

Tide Head of Engagement
Experienced, passionate and data-driven Head of CRM/D2C marketing expert with a
focus on customer experience and digital channels. Highly skilled in all things
CRM, including multi-channel strategy and optimisation, MarTech
implementation/automation, hyper-personalised customer lifecycle journeys and
leading teams to drive significant uplift in revenue and customer engagement.
Read more

CHRIS OSBORNE

Messagebird Head of EMEA North
Revenue Leader focused on building customer-centric sales teams using MEDDPICC.
My background is in SaaS solutions working with Enterprise & Mid-Market
organisations. I've been in first and second-line leadership and grown/managed
teams from 0 to 24 salespeople. Sales Leadership – 8 years experience - I am a
people-focused commercial leader who builds then drives high-performing teams –
from the front. I've implemented numerous GTM strategies whilst at the same time
building close relationships with both prospective and existing customers. 
Sales – 15 years experience (inc. leadership) - Track record of consistent
target over achievement. I spend time understanding the customer's environment
and problem sets to build solutions that drive desired outcomes.
Read more

ARIANNE BUHARI

Utility Warehouse Operational Change Manager
Arianne Buhari is the Operational Change Manager at Utility Warehouse. She
brings with her a wealth of experience gained over 20+ years in the energy
sector and 8 years in change management. Arianne is currently responsible for
the Operational Change & Improvement Department at Utility Warehouse, where she
spearheads Utility Warehouse’s innovative strategy which allows the organisation
to reimagine CX, drive agent engagement, and adapt to an increasingly
competitive business environment.
Read more

CHRIS MOUNCE

Evaluagent Quality and Coaching Specialist

Chris Mounce is an award-winning Quality and Coaching Specialist who is
passionate about sharing his expertise with the world.  With a deep love of all
things QA and coaching, Chris has dedicated his career to helping businesses,
teams and individuals reach their full potential.  Chris brings a wealth of
knowledge and experience to the stage.  His focus on digital training,
technology and coaching sets him apart as a thought leader in the industry and
his insight are invaluable for audiences of all backgrounds.

 

Read more

LEONA HEYMERDINGUER

Blackhawk Network Head of Customer Engagement Propositions

With 18 years of profound expertise in the enterprise market, particularly in
the domains of consumer acquisition, retention, loyalty, engagement and
compensation solutions, Leona emerges as a visionary and pioneering business
leader. Her dedication to nurturing customer relationships throughout their
entire lifecycle is fuelled by an unwavering passion. Leona boasts extensive
experience spanning diverse industries and exhibits a resilient commitment to
infusing the market with innovation, achieved through the artful simulation of
consumer behaviour and actions via ingenious, reward-centric solutions.

Read more

DYLAN BOWMAN

Ada Customer Solutions Senior Director
As a Senior Director of Customer Solutions at Ada, a leading provider of
AI-powered customer service solutions, Dylan brings almost 10 years of
experience driving customer growth and satisfaction. Previously at UiPath, Dylan
led pre-sales engineering and customer success teams, partnering with Fortune
500 companies to successfully drive savings from automation. In his current
role, Dylan oversees the Customer Solutions Consulting organization responsible
for pre-sales engagements, adoption and utilization best practices, and ongoing
customer success initiatives for Ada's conversational AI platform. By leveraging
generative AI and predictive customer analytics, Ada's solutions enable
businesses to resolve customer inquiries instantly, in almost any channel or
language. Dylan looks forward to sharing how generative AI and a human-centric
approach can revolutionize the customer experience.
Read more

JOEL VIOTTI

Swisscom Business Owner
Joël is a digital communication leader with a passion for business development.
His experience at Swisscom involved leading successful digitization projects
that improved KPIs and customer satisfaction. Joel also excels in crisis
communication and data-driven insights, helping with incident detection and
turning big data into actionable business strategies.
Read more

MATTHIAS GÖHLER

Zendesk Chief Technology Officer, EMEA
Matthias Göhler joined Zendesk in October 2021 as EMEA Chief Technology Officer.
As a regional CTO, he leads the development of Zendesk´s vision for innovation
in customer experience based on the needs of EMEA customers. He is passionate
about helping brands realise their goals for market-leading customer experiences
that can build deeper customer relationships and brand loyalty. Matthias has
more than 20 years of experience in technology and SaaS industries.
Read more

LISA GARTHSIDE

Medallia Director, Professional Services
Lisa joined Medallia in 2019. Since then she has advised a range of companies
across sectors on driving change & building cultural transformation through
listening to the customer. Lisa's focus is on driving true customer centricity
and true business improvement.  
Read more

RYAN SLADE

SurveyMonkey Account Executive
Ryan is a dedicated account executive at SurveyMonkey, having worked with the
company for 3 years and 9 months. With a profound passion for mastering and
improving customer experiences, Ryan actively seeks opportunities to meet
customers, gather feedback, and shape future strategies. His commitment to
understanding customer needs and driving innovation makes them an invaluable
asset to the organization.
Read more

NADINE EDMINSON

EvaluAgent Director of Product Marketing and GTM

Read more

CHRISTOPH BORNER

Cyara Senior Director, Digital
Christoph Börner has had multiple successes as a founder, developer, tester, and
speaker on all things Conversational AI and Machine Learning. After finishing
his Information Technology studies at the Technical University of Vienna in the
2000s, Christoph turned his love for coding, breaking complex systems, bug and
defect hunting, and creating software solutions into his career. As his passions
evolved, Christoph dedicated more focus to quality assurance in the areas of
Artificial Intelligence, Machine Learning, and Conversational Interfaces. With a
team of like-minded experts and his vast subject matter expertise, Christoph
founded Botium, the industry leading platform in test automation and
optimization for chatbots, voice assistants and conversational AI. In early
2022, Botium was welcomed into the Cyara family of AI-led, CX transformation
solutions.
Read more

JACK GAYLOR

Freshworks CX Account Lead
Account Executive with a track record of developing, closing and growing client
opportunities from the ground up in competitive industries.
Read more

JAMIE GAMBLE

Freshworks CX Account Lead
A sales professional with a background in SaaS, selling ITSM, CX and CRM
solutions. Native English and fluent German speaker, with experience working in
German and English speaking sales and marketing roles. Experience generating new
business pipeline, running the full sales cycle and account management. Also
experience in interviewing, hiring and coaching BDRs.
Read more

CALLUM LEWIS JONES

Freshworks UKI Field Marketing Lead
Callum is an ambitious and experienced marketing professional. Callum has
experience in a range of different marketing teams and exposure to multiple
marketing disciplines. He prides himself on his communication skills and helping
his colleagues and team become successful. Callum knows how to plan, manage and
execute strategies and deliver quantifiable business-impact to the team. He has
also been recognised for his high energy and positive attitude and has ambitions
to build culture and empower those around him to reach and exceed shared goals.
Callum is also a former Sheffield Hallam University graduate with a First Class
BA (Hons) in Marketing.
Read more

ADELE JOLLIFFE

Kantar Head of Brand Consultants
Adele has 25 years of experience helping clients diagnose, plan and improve the
strength of their brand equity with consumers. She subscribes to a holistic view
of brand-building, hence her interest in how  customer experience and marketing
professionals could be unlocking more opportunities for mutual benefit.
 
Read more

MIKE STEWART

Arvato Head of Intelligent Automation
Mike Stewart has 30 years public sector experience and has worked within
Intelligent Automation for the past 10 years. Mike created Arvato CRM Solutions
automation centre of excellence and has been responsible for designing and
delivering intelligent automation solutions for some of the worlds most
respected brands, as well as innovative public sector clients. He works with a
number of clients, including Fremantle, BMG, Hertfordshire County Council and
Neath Port Talbot Council, to deliver a vision for digital transformation and
automation which directly aligns with their strategic objectives and the
outcomes they want to deliver for those that matter most.  Recently, Mike's been
working with Wales Air Ambulance Charity as their digital transformation partner
to help them raise funds more effectively and reduce their environmental impact,
by transforming and future-proofing their systems. This has saved them time,
reduced costs by up to 95%, and allowed their employees to focus on more
value-added tasks.”
Read more

ALEX BENTLEY

XpertRule Chief Revenue Officer
Alex Bentley has a background in business and customer transformation. Over the
past 10 years, he’s held leadership positions in two B2B SaaS companies and is
passionate about finding simple, elegant solutions that apply innovative
technologies (such as generative AI) to deliver meaningful improvements to
business performance.  At XpertRule he has contributed to the creation of a new
software category - Decision Intelligence Platforms, and his clients include a
European telecom provider that successfully migrated 60% of all inbound customer
self-service calls to self-service digital channels whilst simultaneously
improving C-Sat scores.  And a life sciences company that delivered a threefold
improvement to productivity. Prior to XpertRule, Alex was part of the management
team at Blue Prism (a global Robotic Process Automation software vendor), where
he established the global partner program and had responsibility for
globalization; managing expansion into 8 new geographies across EMEA, APAC and
the Americas.
Read more

JON BURG

Techsee Head of Strategy (Marketing)
I help the world's top brands adapt to the changing technology landscape,
building better marketing and customer relationships.
Read more

DOROTHY CHONG

Treasure Data Senior Marketing Manager EMEAI
Dorothy Chong (Dot), with over 10 years of experience marketing for cutting-edge
SaaS technologies internationally, Dot has accumulated a wealth of experience in
strategic lead generation, field marketing and partner marketing. She is
currently the Senior Marketing Manager at Treasure Data for EMEA and India.
Read more

PETER AITKEN

Kantar Head of Customer Strategy & Insights
As Kantar's UK lead for Customer Strategy and Insight, Peter supports a
fantastic team of customer and employee experience strategists, designers, and
insights specialists. They love to use data to guide their clients in delivering
business-changing impact, achieving commercial and customer benefits. He also
co-leads the Customer Experience domain for Kantar UK. His team deliver
platform-based experience measurement programmes, with their research and
experience design expertise at the heart. 
Read more

STEVE BROCKWAY

Maru Chief Research officer

Steve is a 30-year research veteran who drives client outcomes and relationships
through advisory support on methods, platform capabilities and implementation,
He has published thought leadership articles on CX metrics advising clients on
best implementation for success and engagement. He has developed company IP
through creating a new unique platform capability utilizing AI to classify
unstructured text and automate driver analysis capabilities. He Increases
quality of insight and actionability through launching and training new software
capabilities, including system 1 capabilities to humanize data beyond the
rational response.

Read more

LEON WIDDICOMBE

MessageBird Business Development Director
I write about low effort, frictionless customer experience across both
acquisition and support. I believe we have a long way to go to address declining
customer satisfaction in the UK, but that this presents a fantastic opportunity
to those who place CX at the forefront of everything they do.
Read more

JEAN-FRANCIOS DAMAIS

Ipsos Global Chief Research Officer
Jean-Francois is Global Chief Research Officer at Ipsos, for Customer
Experience. He has 15+ years of experience in helping brands measure and manage
customer relationships across a wide range of sectors and geographies.
Jean-Francois has led the development and global roll-out of several innovative
solutions in the CX area, authored several papers, and regularly speaks at
conferences.
Read more

JONATHAN MYERS

Uniphore Sales Director
Experienced Enterprise Sales Executive with a demonstrated history of working in
the telecommunications industry. Skilled in Session Initiation Protocol (SIP),
Multiprotocol Label Switching (MPLS), SD-WAN, Unified Communications as a
Service (UCaaS), Contact Center as a Service (CCaaS) and Software as a Service
(SaaS).
Read more

GRIGOR KOTZEV

Khoros Head of Business Value Consulting
With 28 years in enterprise software and services, I have consistently driven
business impact for companies by refining and enhancing their digital customer
experiences. As a Global Business Leader, I have a track record of architecting
strategic solutions that align with business objectives, fostering sustainable
development and yielding significant returns on investment. My commitment to
customer-centric innovation has enabled me to cultivate strong relationships
within the industry, promoting a culture of continuous improvement and
excellence. I am passionate about cutting-edge technologies that empower
businesses in reaching their full potential in the digital landscape. Let's
connect and explore how we can drive your company's growth and success to the
next level.
Read more

JAMIE THORPE

Ipsos Head of Experience Management (XM)

Jamie is a CX professional with over 20 years’ experience.  The majority of his
career has been spent in Client Success/Service previously holding two board
level positions and now Head of Experience Management (XM) at Ipsos.  Jamie’s
expertise spans Offer, Marketing, CX Platforms, Professional Services and
Delivery.  He is industry recognised as a CX leader in the UK (#3 in 2022).  His
in depth of CX knowledge combined with a commercial and
pragmatic/action-oriented style has seen Jamie deliver success with many clients
across sectors and geographies.

Read more

KRISHNA RAJ RAJA

SupportLogic CEO

Krishna founded SupportLogic to help transform the role of customer support,
bringing a depth of experience in the service and support industry. As the first
hire for VMware India, Krishna built the company’s support organization into a
multi-thousand headcount global organization. After VMware, Krishna founded a
successful startup and then soon returned to his roots – noticing that the major
shifts in the B2B model were creating critical gaps in the capabilities of
support teams. SupportLogic was founded in 2016 and now helps some of the
largest B2B technology companies in the world to optimize their support
experience.

Read more

TOBY MANKERTZ

Columbus Principal Business Transformation Advisor
Toby has more than 25 years of experience delivering successful engineering and
IT projects globally always with a focus on outcomes.
Read more

CALLUM WHITTON

Formula E Senior Fan Experience Manager

Callum has been working across major sporting events for the past 10 years with
a focus on fan engagement, hospitality and brand activation. In his current
role, Callum oversees the event experience across all Formula E races ensuring
consistency, quality and innovation across the spectator journey whilst
designing the Allianz Fan Festival across various international markets. Callum
enjoys unlocking the potential in new markets and designing fan engagement
programmes that entertain, educate and elevate the customer experience.

 

Read more

STEVE LYON

Columbus Customer Engagement Specialist
Steve has spent many years working with suppliers and customers delivering
customer engagement and experience solutions and programmes of change.
Read more

ANDREW JONES

Watson-Marlow Head of Sales Excellence & Governance

Andrew has over 20 years experience leading customer service and sales teams to
deliver world class customer service, most recently leading a global project
team to deliver a global CRM and change management program.

Read more

KEITH BARROW

Verint Director, Solutions Consulting
Keith Barrow has been working in the Customer Experience space for over 18 years
and currently leads the Interaction analytics pre-sales team for Verint EMEA.
Keith has witnessed the incredible evolution of Voice of the Customer solutions
that provide meaningful insights, bringing together customer feedback across
channels and helping organisations measure and improve experiences they provide
to customers and employees so organisations can make the right business
decisions. 
Read more

MARCIO RODRIGUES

TechSee Vice President of Strategic Sales

Marcio Rodrigues is a trailblazing visionary at the intersection of AI,
innovation, and next-generation service. With a relentless passion for pushing
the boundaries of technology and transforming the way we interact with the
world; Marcio Rodrigues has become a driving force in shaping the future of our
digital landscape. As a pioneer in artificial intelligence, Marcio Rodrigues has
harnessed the power of AI to create ground-breaking solutions that not only
enhance efficiency but also deliver unmatched experiences. With a relentless
drive to push the boundaries of what's possible, Marcio Rodrigues is a true
catalyst for change, not only shaping the future but also inspiring others to
join the quest to unlock the immense potential of AI, foster innovation, and
usher in the era of next-generation services that will redefine the way we live,
work, and play.

Read more

MARTIN HILL-WILSON

Brainfood Consulting Founder
I'm a customer engagement and digital business strategist. Also an author and
international keynote speaker. Working under my own brand, Brainfood Consulting,
I design masterclasses and transformational change helping clients evolve their
social and digital capabilities. Current topics include omni-channel design,
proactive, low effort customer experience, social customer service and customer
hubs. All themed around service innovation.
Read more

GERRY BROWN

Customer Lifeguard Chief Customer Officer
Gerry Brown, aka The Customer Lifeguard, is on a mission to save the world from
bad customer service. He helps businesses save customers at risk of defecting
and breathes life into their customer service operations and customer experience
strategy. Gerry has provided organizational leadership on people development,
business transformation, customer engagement and technology enablement for some
of the largest companies in the UK, Canada, and EMEA. These include National
Express, Nutricia, The Royal Albert Hall, Endsleigh Insurance, O2, Screwfix,
Sage, Sky, Bell Canada and TELUS. He is a frequent speaker, chairperson,
panellist and facilitator at conferences, webinars, company events and other
business gatherings, where his many years of business and customer service
experience provide stimulating, thought-provoking engagement and audience
participation. He is also a published author and his new book When a Customer
Wins, Nobody Loses is available on Amazon to help business leaders to create
winning and memorable customer experiences.
Read more

BRANDIE DEIGNAN

Pier Health Group Chief Executive Officer

In early 2021 Brandie joined primary care within NHS in general practice as
Chief Executive Officer. Prior to this role, Brandie was Managing Director at
Marco Pierre White Restaurants, cementing her c20 years’ experience in the
consumer service delivery industry across hospitality, retail and aviation.
Before her MD role, Brandie held senior leadership positions at British Airways
Plc, Tesco Plc, Whitbread, Travelodge and Hilton Hotels, where she started her
career as a graduate trainee and worked her way up.
A true trailblazer, Brandie was the first female MD to hold her MD role at MPW
Restaurants. As of 2020, Brandie was the first black female MD within branded
restaurant groups in the UK. Brandie was recently named as one of the top 15
BAME high fliers in travel and tourism industry, and was a finalist at the Black
British Business Awards, Senior Leader, Consumer and Luxury 2020. Brandie was
recently voted No 41 of the Top 50 listening leaders and also nominated in the
National Diversity Awards for positive role model, gender diversity.

Read more

NICHOLAS BRICE

Soul Corporations CEO
Nicholas Brice is our Guest Editor and CEO of Soul Corporations®. He is seasoned
managing consultant, speaker coach and masterclass facilitator. He has helped
deliver human-centred development and culture change programmes to achieve
customer and employee experience KPI outcomes for major brands including British
Airways, American Express, Unipart, Toyota, Wickes, Brighton and Hove Albion FC,
Tottenham Hotspur FC, Progress IT, Servier Pharmaceuticals. He is a triple
winner of National Training Journal Gold Awards, a winner of Engage Media Award
for Best Customer and Employee Engagement Programme and four times finalist.
Read more

DAVE D'ARCY

Laughing Leadership Founder & Managing Director
With over 35 years in Customer Experience environments and 20 plus years in
Senior Leadership, there are few people better placed than Dave D’Arcy to shape
thought leadership. Having spent the last 7 years leading customer operations
for two world leading SaaS businesses, Dave recently took the step to Launch his
own business Laughing Leadership. This is a CX and Leadership consultancy with a
difference. Focused on how employee engagement first can drive highest levels of
customer experience.
Additionally, Dave is a globally award recognised CX leader and a current member
of the CXFO Power 100. 
He has extensive experience in public speaking and hosting and is normally on
standby with a humorous tale, there a reason why his business is Laughing
Leadership
Read more
Main Stage Breakout Hall: Insight (Kings Vault) Breakout Hall: Experience (Upper
Sugar Room) Breakout Hall: CX Marketing (James Watt) Breakout Hall: Service &
Success (Queens Vault) Focus Groups + Product Demo
9.00 - 9.10 Opening Remarks

Our Main stage Morning Host Martin Hill-Wilson sets the scene for a day
discussing "The Pivotal Role of Human-Centricity in Cultivating Customer
Belonging".

SPEAKER:



MARTIN HILL-WILSON

Brainfood Consulting
Founder
I'm a customer engagement and digital business strategist. Also an author and
international keynote speaker. Working under my own brand, Brainfood Consulting,
I design masterclasses and transformational change helping clients evolve their
social and digital capabilities. Current topics include omni-channel design,
proactive, low effort customer experience, social customer service and customer
hubs. All themed around service innovation.
Read more
9.10 - 9.30 Opening Keynote: The UK CX Report 2023

For most of us, times are still challenging. While the immediate pandemic threat
has receded (but not disappeared), many other factors – political, economic,
social and environmental – continue to disrupt our lives. In today’s polycrisis
world, lives are changing – often not for the better – and customers are
adjusting their priorities, expectations and loyalties as a result.

More than ever, building strong relationships by delivering what customers
really want and need is a business imperative for organisations wanting to
secure and grow market share and revenue.

Join our Opening Keynote session where we reveal the findings from our joint
‘2023 Global Voices of Experience’ research with Ipsos.

We’ll be revealing why the top three priorities for CX teams are:

 * Focusing on strategic roadmaps
 * Delivering personalised customer experiences
 * Closing the gap between brand promise and CX delivery

SPEAKERS:



JEAN-FRANCIOS DAMAIS

Ipsos
Global Chief Research Officer
Jean-Francois is Global Chief Research Officer at Ipsos, for Customer
Experience. He has 15+ years of experience in helping brands measure and manage
customer relationships across a wide range of sectors and geographies.
Jean-Francois has led the development and global roll-out of several innovative
solutions in the CX area, authored several papers, and regularly speaks at
conferences.
Read more

JAMIE THORPE

Ipsos
Head of Experience Management (XM)

Jamie is a CX professional with over 20 years’ experience.  The majority of his
career has been spent in Client Success/Service previously holding two board
level positions and now Head of Experience Management (XM) at Ipsos.  Jamie’s
expertise spans Offer, Marketing, CX Platforms, Professional Services and
Delivery.  He is industry recognised as a CX leader in the UK (#3 in 2022).  His
in depth of CX knowledge combined with a commercial and
pragmatic/action-oriented style has seen Jamie deliver success with many clients
across sectors and geographies.

Read more
9.30 - 9.50 The Intelligent Heart of Customer Experience: Harmonising AI and
Human Empathy with Zendesk & Liberty London
Get ready for an introduction and a lively chat on a new spin to Artificial
Intelligence (AI) - one that isn't all about tech goodies, but is crafted to
deliver customer service with a truly human touch. In this session, we'll be
unboxing a cool partnership between Liberty London, a luxury UK retailer, and
Zendesk. Explore how they seamlessly harmonise AI with empathetic human
interactions. Hear first-hand how to create smarter, kinder customer service,
changing the game on how businesses engage with their customers.

SPEAKERS:



MATTHIAS GÖHLER

Zendesk
Chief Technology Officer, EMEA
Matthias Göhler joined Zendesk in October 2021 as EMEA Chief Technology Officer.
As a regional CTO, he leads the development of Zendesk´s vision for innovation
in customer experience based on the needs of EMEA customers. He is passionate
about helping brands realise their goals for market-leading customer experiences
that can build deeper customer relationships and brand loyalty. Matthias has
more than 20 years of experience in technology and SaaS industries.
Read more

IAN HUNT

Liberty London
Customer Service Director
A highly self-motivated individual with over 25 years' experience in UK retail.
Has a demonstrable reputation for success in cross functional and supplier
engagement, high level of attention to detail, process change and implementation
in both e-Commerce and Retail Operations. Accomplished at innovative, creative
problem solving and customer proposition development.
Read more
9.50 - 10.10 Headliner: An Interview with Alex Scott MBE, Former Arsenal
Captain, England Centurion and BBC & Sky Sport Presenter

Our exclusive Opening Keynote features an interview with Alex Scott MBE, hosted
by Gail Emms MBE, Former World Badminton Champion and icon of British sporting
success. We’ll be focusing on:

 * High-Performance Team Mentalities
 * Building Successful Teams
 * Leadership and Becoming Your Best Self
 * Overcoming Adversity
 * Breaking Through Glass Ceilings as a Female in a Male-Dominated Industry

SPEAKERS:



ALEX SCOTT MBE

BBC Sport and Sky Sports
Former professional footballer, pundit and presenter
The former Arsenal Captain and England Centurion is a well-regarded pundit for
BBC and Sky Sports, a regular on BBC’s Match of the Day as well as fronting
ambassadorial campaigns with Nike, Barclays and Cadbury’s. Alex signed with
Arsenal at age 8 and stayed with the team for most of her career. Alex helped
the club achieve a domestic double of the FA Women’s Cup and the FA Women’s
Premier League. She was also a key figure in the historic quadruple season for
Arsenal in which they won all their trophy competitions. This became the obvious
prelude to Alex’s captaincy for the club in the 2014/15 season. While playing
for England Alex had the opportunity to travel all over the world playing the
game she loves. Retiring from international football in 2017, though not before
representing Great Britain in the Olympics. Alex ended up the second most capped
England player with 140 appearances. Since her retirement in 2018, Alex has
begun a successful broadcasting career and has quickly become renown for her
insights into the game and sharp punditry skills. Alex is a steady part of BBC
Sport’s football broadcasting team and has become a regular face for Sky Sports
football coverage, even providing courtside coverage of the NBA in January of
this year. Alex made history last August as the first female Sky Pundit on a Sky
Sports’ Super Sunday and made waves as a fresh addition to the BBC World Cup
Commentary line up. Alex has been involved in co-presenting Match of the Day
Kickabout most Saturday mornings as well as forming part of the presenting team
for The Women’s Football Show on Sunday evenings. She also took to writing a
weekly women’s football column in the Morning Star and is a regular face on
Premier League Productions’ Fan Zones. Away from the world of football, Alex
took part in and won Bear Grylls: Mission Survivor and the Sports Relief
Strictly Come Dancing special in 2018. Along with her achievements in broadcast,
Alex has undertaken some exciting commercial and ambassadorial opportunities. In
2018, Alex began her partnership with Cadbury’s alongside Jamie Redknapp and Ian
Wright, which is to continue into this year. She has also begun an ambassadorial
role with Nike and is continuing her relationship with Barclays as a key
spokeswoman for their move into the world of Alongside this, Alex is an
ambassador for Arsenal Football Club. Alex is also heavily involved in
charitable projects, working with Premier League Communities and launching the
Sky Ocean Rescue and Premier League Plastic Pollution Challenge. She also opened
The Alex Scott Academy in 2012 in partnership with Kingston College and Puma,
the first of its kind for women in the UK. Alex wanted to create an academy
system that not only focused on training but also focused on working towards
qualifications, providing players with an unrivalled calibre of training, skill
development and match play all while promoting excellence in the class room as
well.
Read more

GAIL EMMS MBE

Champions Speakers Agency
Former World Champion Badminton player

With Team GB achieving unprecedented Olympic success and the whole of the United
Kingdom fascinated by the sporting world, Gail Emms MBE is an icon of British
sporting success.  Former world champion and having won a silver medal at the
2004 Athens Olympic Games with mixed badminton doubles partner Nathan Robertson,
the sporting star can now look back on a career that saw her reach the very top
of her sport. As one of Britain’s inspiring Olympians, Gail represents the very
best of the nation’s sporting offering.  Playing badminton from the age of four,
she has shaped her career around the sport and began representing her country in
1995. Her appearances in both women’s and mixed doubles tournaments have seen
her awarded with gold, silver and bronze medals and she consistently achieved
results that saw her reach the top of the world rankings. Inspired by her
family’s love of sport, Gail was destined for a glittering career.  Now retired
from professional competition, she has turned her attentions to sharing the
hugely positive impact that sport can have on life and well-being, working as an
ambassador for sport and inspiring young people to be more active.

Read more
10.10 - 10.30 Great CX Through Empowered Agents – Self-Serve Agent Culture at
Utility Warehouse

Learn how Utility Warehouse’s innovative strategy allowed them to reimagine
their CX, drive engagement, and adapt to a competitive business environment.
Arianne Buhari and her team’s award-winning approach empowers their agents,
fosters an empowerment culture with an emphasis on agent self-serve, and, of
course, helps customers and families save money. Hear Arianne’s inspiring story
of how Utility Warehouse built a CX culture of growth with the agent and the
customer at its heart – and you can too.

SPEAKERS:



KEITH BARROW

Verint
Director, Solutions Consulting
Keith Barrow has been working in the Customer Experience space for over 18 years
and currently leads the Interaction analytics pre-sales team for Verint EMEA.
Keith has witnessed the incredible evolution of Voice of the Customer solutions
that provide meaningful insights, bringing together customer feedback across
channels and helping organisations measure and improve experiences they provide
to customers and employees so organisations can make the right business
decisions. 
Read more

ARIANNE BUHARI

Utility Warehouse
Operational Change Manager
Arianne Buhari is the Operational Change Manager at Utility Warehouse. She
brings with her a wealth of experience gained over 20+ years in the energy
sector and 8 years in change management. Arianne is currently responsible for
the Operational Change & Improvement Department at Utility Warehouse, where she
spearheads Utility Warehouse’s innovative strategy which allows the organisation
to reimagine CX, drive agent engagement, and adapt to an increasingly
competitive business environment.
Read more
10.30 - 11.00 Coffee Break

Head to the Expo Hall to meet our sponsors, network with industry peers and
enjoy a coffee with a delicious snack prepared by ex-Nobu chef Tom Gore.

11.00 - 11.20 The Future of Customer Engagement is Conversational: How To Ensure
Better Business Results with Conversational Engagement Strategies

It is clear that the digital age we are living in has increased consumer
expectations of brands and how we engage with them. We know that consumers now
want communication to be on their terms- on a channel and at a time that suits
them. But with shrinking budgets, difficulty tracking consumers due to the death
of the third-party cookie, and siloed teams and tech stacks, how can we ensure
we continue to meet (and exceed) our consumer's engagement preferences?

In this session, we'll explore how businesses like yours are elevating their
communications strategies to deliver exceptional customer experiences, through
conversational engagement.

SPEAKERS:



CHRIS OSBORNE

Messagebird
Head of EMEA North
Revenue Leader focused on building customer-centric sales teams using MEDDPICC.
My background is in SaaS solutions working with Enterprise & Mid-Market
organisations. I've been in first and second-line leadership and grown/managed
teams from 0 to 24 salespeople. Sales Leadership – 8 years experience - I am a
people-focused commercial leader who builds then drives high-performing teams –
from the front. I've implemented numerous GTM strategies whilst at the same time
building close relationships with both prospective and existing customers. 
Sales – 15 years experience (inc. leadership) - Track record of consistent
target over achievement. I spend time understanding the customer's environment
and problem sets to build solutions that drive desired outcomes.
Read more

LEON WIDDICOMBE

MessageBird
Business Development Director
I write about low effort, frictionless customer experience across both
acquisition and support. I believe we have a long way to go to address declining
customer satisfaction in the UK, but that this presents a fantastic opportunity
to those who place CX at the forefront of everything they do.
Read more
11.20 - 11.40 Heathrow Case Study: Driving Heathrow’s Digital Experience through
Personalisation

I'll begin with the challenges we have as an airport to understand and know our
customers. Only 10% of passengers book products and services and are therefore
known to us and although we have all the passengers details for operation
reasons are not allowed to use this for Marketing.

I will also cover the challenges of lockdown and how that slowed progress on the
path to personalisation. I will then cover how we have engaged the entire
Marketing and Digital team to deliver the programme with elements of
gamification and structured the teams to deliver. Personalisation is now
arguably a front line skill as consumers demand relevant experiences and I will
run through how we have given the team the right resources and training to
ensure data and evidence based decisions are at the heart of all activity. We
have embedded experimentation and User research into all personalisation.

Although only 5 months into the relaunched programme we are on the cusp of
delivering a step change in our Digital Experience and are ready to deliver
curated omnichannel journeys from media all the way through to loyalty and
retention.

SPEAKER:



STUART IRVINE

Heathrow Airport
Digital Orchestration Lead
A Marketing technologist with 20 years experience in the Travel Industry. Recent
roles have incorporated responsibility for Heathrow's web analytics, management
of several CRO and CXM programmes, web development projects as well as digital
acquisition.
Read more
11.40 - 12.00 Everything You Thought You Knew About Traditional Chatbots
Customers don't hate chatbots, they hate poor experiences. Traditional chatbots
rely on rigid scripts that frustrate customers with repetitive conversations
that rarely solve their unique issues. But AI-powered assistants don't have to
be black-box annoyances. With explainable AI that aligns with company values and
focuses on automated resolution over containment, chatbots can become top
performers that delight customers by quickly and safely resolving their needs.
We propose that the right KPI is automated resolution rate, not containment
rate. With the right AI assistant focused on the right metrics, companies can
break free of narrow scripts and deliver helpful, personalized service that
solves problems fast.

SPEAKER:



DYLAN BOWMAN

Ada
Customer Solutions Senior Director
As a Senior Director of Customer Solutions at Ada, a leading provider of
AI-powered customer service solutions, Dylan brings almost 10 years of
experience driving customer growth and satisfaction. Previously at UiPath, Dylan
led pre-sales engineering and customer success teams, partnering with Fortune
500 companies to successfully drive savings from automation. In his current
role, Dylan oversees the Customer Solutions Consulting organization responsible
for pre-sales engagements, adoption and utilization best practices, and ongoing
customer success initiatives for Ada's conversational AI platform. By leveraging
generative AI and predictive customer analytics, Ada's solutions enable
businesses to resolve customer inquiries instantly, in almost any channel or
language. Dylan looks forward to sharing how generative AI and a human-centric
approach can revolutionize the customer experience.
Read more
12.00 - 12.20 Panel Discussion: It’s a Journey: What Are the Current Challenges
and Opportunities in Customer Engagement?
In today's fast-paced world, the challenges in customer engagement are
constantly shifting and it can be a minefield trying to keep up. By embracing
the latest technologies, understanding customer expectations, and continuously
adapting and improving strategies, organisations can thrive. But that's
sometimes easier said than done... That's where we come in! Join the
conversation with our expert panellists as we discuss the current opportunities
and challenges when it comes to delighting customers. There'll be the chance to
ask your questions, too, so don't miss out!

SPEAKERS:



GABRIEL ROSS

Homeprotect Home Insurance
Head of Customer Strategy
Gabriel has spent his career within Financial Services, where he has developed a
deep understanding of customer engagement drivers and strategies. He spent the
early years of his career working in growth and customer strategy development
roles for Fintech startups, before becoming Head of Customer Strategy at
Homeprotect. Gabriel enjoys fusing the analytical with the emotional, as well as
leaning on his career experience working alongside diverse business functions
and teams, to develop valuable strategies and solutions that resonate with
customers. His experience working within high-growth startups also helps him to
keep business transformation projects agile and maintain a focus on key
commercial proof points throughout.
Read more

KIMBERLEY ANTHONY

Tide
Head of Engagement
Experienced, passionate and data-driven Head of CRM/D2C marketing expert with a
focus on customer experience and digital channels. Highly skilled in all things
CRM, including multi-channel strategy and optimisation, MarTech
implementation/automation, hyper-personalised customer lifecycle journeys and
leading teams to drive significant uplift in revenue and customer engagement.
Read more

ROZANNA SHORT

GTR (Govia Thameslink Railway)
Customer Experience Design Manager & Co-chair of The Women’s Network

Rozanna has been passionate about working with customers since her first job as
a waitress at 15. After working in hospitality, she worked in Financial
Technology for c.10 years before leaving her role as Customer Service Manager at
what was then Spire Payments (formerly Hypercom – now Castle Payments), to join
Govia Thameslink Railway in 2019. After working as Customer Relations
Improvement Manager for 2 years she was promoted to Customer Experience Design
Manager and is also proud to be the Co-chair of their Women’s Network. 

Read more
12.20 - 12.40 Not Your Usual Generative AI session

In a world where technology evolves at lightning speed, realizing the future of
a great customer experience (CX) is closer than ever before. What would that
look like, and how can enterprises harness the power of AI to reshape and make
it happen. Incorporating AI into your current customer operations, whether in
the contact center, on your websites, or any customer-facing interface, will
have a significant impact on the way your enterprise operates.

This session acts as your guide, helping you navigate the complex realm of
technological innovations, such as generative AI, alongside practical
customer-centric advancements. We will provide insights, strategies, and expert
perspectives to prepare you for and shape the future of CX. In this session,
you'll gain the knowledge and perspective needed to thrive in this ever-changing
environment. Join us as we chart the path toward a future that's truly
extraordinary. Adapt and excel in the new era of customer experience.

SPEAKER:



DVIR HOFFMAN

CommBox
Chief Product Officer

As a technology leader focused on AI and CX, I always prioritize an innovative
approach to solving complex challenges in the ever-evolving tech landscape. My
role as the Head of Product and AI at Commbox has been marked by over two
decades of experience in technology and management, where I've held diverse
positions in product management, marketing, and software development at
prestigious global corporations. Throughout my career, I've consistently
championed pioneering innovations in CX technologies, guiding them from
inception to award-winning global CX and AI enterprise solutions. My passion
revolves around seamlessly integrating cutting-edge technologies with the
strength of collaboration, catalyzing a transformative revolution in the
customer experience domain.

Read more
12.40 - 13.40 Lunch Break

Head to the Expo Hall to enjoy a delicious free lunch, chat with peers and meet
our sponsors.

13.40 - 14.00 Meet our Industry Leaders: A Fireside Chat with Nathan Sanders,
Head of European Contact Centres at Ford

New for our 2023 agenda, we're interviewing some of the industry's most
successful and experienced professionals and talking about their careers, how
they've become a senior leader within the industry and the highlights (and some
of the challenges) they've faced.

This interview is with Nathan Sanders, Head of European Contact Centres at Ford.
Nathan will be delving into detail about his 27 year career at Ford and sharing
how he's worked his way through 13 different promotions in this time.

SPEAKER:



NATHAN SANDERS

Ford
Head of European Contact Centres

Hello -  I am Nathan Sanders and I am the Ford of Europe Customer Relationship
Centre manager. Been at Ford 27 years holding 13 different positions within this
time.
I am married with three children, 6, 15 and 17.
I enjoy watching all sports and play golf when time allows. Also enjoy DIY and
gardening.
My experience covers finance, audit, dealer support for both sales and
aftersales 
I have always been keen to learn about the customer and deliver a service that
produces a response of ‘ that was excellent’
At Ford not only are vehicle preferences and uses evolving, so are customer
expectation on support and feeling part of a family or community.
As the electric evolution continues, the relationship Ford has with its
customers is changing and my team are seeing these changes every day.

Read more
14.20 - 14.40 Newcastle Building Society Case Study: An Inclusive Approach to
Inclusion
Organisations are continually looking to improve their ability to access
audiences, by being more accessible. However, the challenge is how to do this in
an authentic way which meets the needs of the customer. Newcastle Building
Society opted to adopt an inclusive approach to inclusion, and will share their
journey along with key learnings and successes along the way

SPEAKERS:



EMMA COTTLE

Newcastle Building Society
Digital Marketing Manager

Emma Cottle is an experienced marketing professional with over 13 years
experience in leading award winning teams, digital transformation projects and
marketing initiatives to deliver growth to organisations through marketing
strategy, digital content, improved UX, quality communications, plans and
processes designed with customers at the heart.

Read more

LYNNE PITWOOD

Newcastle Building Society
Head of Customer Experience

Lynne has an abundance of knowledge and 22 years of professional experience in
marketing and customer service. Lynne is the Head of Customer Experience at
Newcastle Building Society, having graduated from the University of Lincoln with
a Bachelors degree in Business studies and a Masters degree in Strategic
Leadership from Loughborough University.

Read more
14.40 - 15.00 AI and Its Place in the Contact Centre
Let’s go back to basics on the buzzword that seems to be on everyone’s lips… AI.
What is it and what does it mean for the future of the contact centre? Using
research commissioned from ContactBabel, we’ll looks at the short-to-medium term
benefits of AI and discusses the opinion that they are more likely to be around
agent assistance and augmentation, rather than replacement. In addition to this
we will also explore the wider use of AI now, and in the future.

SPEAKER:



NADINE EDMINSON

EvaluAgent
Director of Product Marketing and GTM

Read more
15.00 - 15.30 Coffee Break

Head to the Expo Hall to meet our sponsors, network with industry peers and
enjoy a coffee with a delicious snack prepared by ex-Nobu chef Tom Gore.

15.30 - 15.45 Meet Our Industry Leaders: A Fireside Chat with Lindsay Mitchell,
Head of Customer Service Experience at Harrods

New for our 2023 agenda, we're interviewing some of the industry's most
successful and experienced professionals and talking about their careers, how
they've become a senior leader within the industry and the highlights (and some
of the challenges) they've faced.

This interview is with Lindsay Mitchell, Head of Customer Service Experience at
Harrods. Linday is passionate about linking CX and EX and is a people-orientated
leader. She loves to master new challenges and sees problems as an opportunity
to innovate.

After over 20 years at Phillips, Lindsay has recently moved into a key
leadership role at Harrods and is responsible for the delivery of world class
service and setting a culture of consumer obsession, ensuring Harrods is
consistently seen as the world's greatest luxury shopping destination.

SPEAKER:



LINDSAY MITCHELL

Harrods
Head of Customer Service Experience

A Strategic Head of Customer Engagement & Experience who has a relentless
passion to ensure customer centricity sits at the heart of the business. I have
often been told I have Grit; positivity, perseverance, and passion towards
achieving long term goals. I love to master new challenges and see problems as
an opportunity to innovate. I have enjoyed a long career working across a
variety of both B2C and B2B businesses and functions enabling broad vertical
experiences and exposing me to the full spectrum of business models. My diverse
background in sales, operations, customer experience, business marketing,
digital marketing and eCommerce has delivered insights that allow me to
successfully deliver value to different customer audiences. I continually strive
for new assignments that not only stretch myself but build new perspectives on
the customer. I am passionate about leading teams that love to test, design and
explore programs that enrich and influence customer relationships and overall
improve customer experience. I drive and lead change, am an effective
communicator and draw energy from managing people and developing talent

Read more
15.45 - 16.00 Accelerate Bot Development & Customer Engagement with Strategic
Use of LLMs

For organizations that are doubling down their focus on customer-centricity,
leveraging the power of AI and LLMs to bolster their Bot-driven self-service
channels and customer engagement offers game-changing potential. These amazing
technologies can accelerate Bot design, development, testing and delivery, but
only if implemented strategically.

In this session, Sr. Director of Digital at Cyara, founder of the leading
conversational AI optimization platform, and LLM and Bot enthusiast Christoph
Börner will present on the potential benefits and key strategies for utilizing
LLMs to create human-like, goal-driven Bots that are ready to understand and
respond to your customers’ chats, queries, and sentiment, and also provide
guidance and solutions for managing the risks and challenges that LLM-built Bots
may inevitably introduce if they are built without the right guardrails.

SPEAKER:



CHRISTOPH BORNER

Cyara
Senior Director, Digital
Christoph Börner has had multiple successes as a founder, developer, tester, and
speaker on all things Conversational AI and Machine Learning. After finishing
his Information Technology studies at the Technical University of Vienna in the
2000s, Christoph turned his love for coding, breaking complex systems, bug and
defect hunting, and creating software solutions into his career. As his passions
evolved, Christoph dedicated more focus to quality assurance in the areas of
Artificial Intelligence, Machine Learning, and Conversational Interfaces. With a
team of like-minded experts and his vast subject matter expertise, Christoph
founded Botium, the industry leading platform in test automation and
optimization for chatbots, voice assistants and conversational AI. In early
2022, Botium was welcomed into the Cyara family of AI-led, CX transformation
solutions.
Read more
16.00 - 16.15 Defining the Future of Experience in Sport: A Fireside Chat with
Callum Whitton, Senior Event Experience Manager and Matt Roberts, VP Business
Intelligence at Formula E
Callum and Matt will take us on a journey as to how they're creating incredible
fan experiences at Formula E, why this is so important for the future of sport
and how they measure success through specific KPIs.

SPEAKERS:



CALLUM WHITTON

Formula E
Senior Fan Experience Manager

Callum has been working across major sporting events for the past 10 years with
a focus on fan engagement, hospitality and brand activation. In his current
role, Callum oversees the event experience across all Formula E races ensuring
consistency, quality and innovation across the spectator journey whilst
designing the Allianz Fan Festival across various international markets. Callum
enjoys unlocking the potential in new markets and designing fan engagement
programmes that entertain, educate and elevate the customer experience.

 

Read more

MATT ROBERTS

Formula E
VP Business Intelligence

Matt have over 20 years experience in data and insight, working for a number of
sports broadcasters ( Eurosport, ESPN, BT Sport and Sky Sports) before joining
F1 as Global Research director in 2017 where he headed up the research and
insight department, managing all BI reporting and strategic insight for the
business. In 2021, he joined Formula E to set up their insight function and is
currently VP of Business Intelligence.

 

Read more
16.15 - 16.30 How Generative and Predictive AI Are Revolutionizing the Customer
Support Experience

In today's business landscape, the evolution of customer support and success has
created both challenges and opportunities, necessitating innovative solutions to
improve efficiency and effectiveness. Join us for a presentation by Krishna Raj
Raja, the CEO of SupportLogic, as he delves into the possibilities for AI-driven
observability over customer support and success. In this session, he will shed
light on the key trends, technologies, and strategies that are reshaping the
customer service landscape. Key Points:

 * Convergence of Customer Support and Success: Hear how the traditional
   boundaries between customer support and success are blurring. Learn why this
   convergence is critical for delivering an exceptional customer experience and
   fostering long-term customer relationships.
 * AI's Transformative Power: Explore the impact of predictive and generative AI
   on customer support and success. Understand how automation and prescriptive
   actions are changing the game, allowing businesses to stay ahead of the
   curve.
 * The Role of Observability: Dive into the concept of observability and its
   significance in governing the various tools and data channels within the
   customer support and success ecosystem. Learn how observability enables
   businesses to gain deeper insights into customer interactions and address
   issues.

SPEAKER:



KRISHNA RAJ RAJA

SupportLogic
CEO

Krishna founded SupportLogic to help transform the role of customer support,
bringing a depth of experience in the service and support industry. As the first
hire for VMware India, Krishna built the company’s support organization into a
multi-thousand headcount global organization. After VMware, Krishna founded a
successful startup and then soon returned to his roots – noticing that the major
shifts in the B2B model were creating critical gaps in the capabilities of
support teams. SupportLogic was founded in 2016 and now helps some of the
largest B2B technology companies in the world to optimize their support
experience.

Read more
16.30 - 17.00 Panel Discussion: Creating a Customer-Centric Culture

Every customer interaction is an opportunity to build a long-lasting
relationship with a customer.

Creating a customer-centric culture is not just about providing an outstanding
service - it's about empowering employees and creating a culture of customer
obsession, as well as always striving to be better.

Join our industry experts for an exclusive panel discussion as they share how
they're driving customer-centricity in their organisations.

SPEAKERS:



JAMES DOLLING

Arriva Rail London
Head of Customer Information

Railway professional working within sector for 10 years working on Major
Projects and Change. Currently reviewing the provision of information within
Arriva Rail London and partnering with TfL on how we can better support all need
around London both in usual running and the complexities which disruption
causes. As a concession there are differing requirements with the wider industry
piece which is considering ‘Smarter Information, Smarter Journeys’ led by the
RDG. My role is to harmonise both objectives and deliver for London. I have just
finished a 5 year strategy has been written focusing on centralising our data,
cross channel consistency collaborating with the industry and maximizing our
colleagues. How we provide information has been a pain point for all industries
and whilst legacy systems sometimes hold back process and change it is
navigating a way to benefit London’s public.

Read more

ISOBEL MILLS

Bloom & Wild
Director of Customer Delight
Isobel is the Director of Customer Delight for the Bloom & Wild Group. She’s
passionate about making every customer’s gifting experience a delight. And
a huge advocate both for Customer Service as a rewarding and vibrant career
option, and for all businesses to give all teams opportunity and encouragement
to engage directly with their customers and customer service teams. She leads
the Customer Delight team across two brands, eight markets and multiple
channels. She has over eight year’s experience of working with Bloom & Wild,
growing the function from a start up team of 2 through to the 41 strong team
working with three outsourced agencies that delights customers all over Europe.
Read more

ROSIE BAILEY

CitySprint
Customer and Commercial Director

Rosie is responsible for CitySprint’s customer engagement strategy, focusing on
attraction, acquisition, retention, and growth, and leading the Customer
Experience programme including marketing, contact centres and the customer
service organisation. Rosie also leads on pricing strategy, new business sales
and the account management & development of CitySprint’s account customer base.
Rosie is the sponsor for customer facing technology including the Salesforce CRM
platform and has also led multiple change and business process improvement
projects within the organisation. Rosie is part of the leadership team that in
2021 took CitySprint through a successful trade sale to Geopost Group, owners of
DPD. With over 25 years’ logistics experience, Rosie led the strategic account
management programme for the industrial and 3PL sectors at City Link before
joining CitySprint in 2013.

Read more

ANURADHA DESHPANDE

GoCardless
Director of Customer Support
Anu is a highly experienced leader with strong experience working in
technology-led businesses. She is a change agent with demonstratable expertise
in transformation, leadership, strategy, and delivering results. She is leading
the award-winning global Customer Support function at GoCardless and manages a
scale Customer Success team. Previously at Redgate, she has played an
instrumental role in turning around the Global Product Support organization over
the last couple of years as its leader. She defined and executed a new vision
and strategy that consistently delivered over 95% CSAT, leveraged technology to
scale, and influenced over 33% of QoQ average revenues, delivering over 99% of
SLA adherence across the entire customer base. Anu is now part of the Customer
Success leadership team as it has rolled out across Redgate.
Read more
17.00 Closing Remarks
Wrapping up the Customer Engagement Summit. But the fun doesn't stop there, make
sure you join us back in the Expo Hall for a Drinks & Networking Party with some
surprise guests!
Load more
13.30 - 13.40 Opening Remarks
Our Host Gerry Brown sets the stage for this Customer insight Breakout Hall.

SPEAKER:



GERRY BROWN

Customer Lifeguard
Chief Customer Officer
Gerry Brown, aka The Customer Lifeguard, is on a mission to save the world from
bad customer service. He helps businesses save customers at risk of defecting
and breathes life into their customer service operations and customer experience
strategy. Gerry has provided organizational leadership on people development,
business transformation, customer engagement and technology enablement for some
of the largest companies in the UK, Canada, and EMEA. These include National
Express, Nutricia, The Royal Albert Hall, Endsleigh Insurance, O2, Screwfix,
Sage, Sky, Bell Canada and TELUS. He is a frequent speaker, chairperson,
panellist and facilitator at conferences, webinars, company events and other
business gatherings, where his many years of business and customer service
experience provide stimulating, thought-provoking engagement and audience
participation. He is also a published author and his new book When a Customer
Wins, Nobody Loses is available on Amazon to help business leaders to create
winning and memorable customer experiences.
Read more
13.40 - 14.00 Keeping the Focus on Customers and Colleagues in the New World

The overall session will cover:

 * The external market and CX trends
 * Customer service in the external world (UKCSI results)
 * How customer prioritises are changing 
 * Recommendation for organisations

SPEAKER:



JO CAUSON

Institute of Customer Service
CEO
Jo is a strategic leader with over 20 years' experience within the commercial
and not for profit sectors. An experienced strategist with excellent knowledge
of business management, strategy, brand and marketing. She has a strong record
of delivering results across all aspects of an organisation, leading to
sustained growth and profitability. In addition Jo has excellent team leadership
skills and extensive experience in stakeholder management and business
development activity. Her experience has included working with all forms of
media, and she is called upon as a customer experience expert for radio and TV
broadcast as well as a regular keynote speaker.
Read more
14.00 - 14.20 Innovation in CX Insight: Understanding Emotion Unlocks Powerful
New Insight to Deliver Premium Experiences
Knowing how people humanize their experiences inspires action in a way that CX
scores alone simply cannot achieve. Understanding people’s deeper emotional
response, as well as their stated attitudes and scores, opens a whole new
dimension of understanding which allows organisations to transform insights into
meaningful actions.

SPEAKER:



STEVE BROCKWAY

Maru
Chief Research officer

Steve is a 30-year research veteran who drives client outcomes and relationships
through advisory support on methods, platform capabilities and implementation,
He has published thought leadership articles on CX metrics advising clients on
best implementation for success and engagement. He has developed company IP
through creating a new unique platform capability utilizing AI to classify
unstructured text and automate driver analysis capabilities. He Increases
quality of insight and actionability through launching and training new software
capabilities, including system 1 capabilities to humanize data beyond the
rational response.

Read more
14.20 - 14.40 Fireside Chat with David Walker, Head of Lifetime Customer Value
An exclusive interview where we'll look at how David is working to improve the
end-to-end customer journey at OVO.

SPEAKER:



DAVID WALKER

OVO
Head of Lifetime Customer Value
David is working to improve the end-to-end customer journey and has been in
leadership positions at OVO for over 6 years. Previously, David has held roles
at SSE, Guardian News & Media, Spar and more.
Read more
14.40 - 15.00 Complexity, Trust and Unlocking Growth: Diageo's Global Customer
Data Strategy with CDP

Join this session hosted by Treasure Data to explore how Diageo embarks on a
journey to global expansion, while ensuring compliance in multiple regions
across all brands. This session will also discuss how Diageo streamlines
customer engagement through effective data governance, efficient marketing and
activation. We will share tips on CDP success as well as embracing future
technologies.

SPEAKERS:



SANJAY LUTHRA

Diageo
Global Head of Digital & Technology - Consumer Data & Activation
Sanjay is the Global Head of Digital & Technology at Diageo, a world leader in
alcoholic beverages, with 20 years of industry experience spanning consulting
and fast-moving consumer goods.
Read more

DOROTHY CHONG

Treasure Data
Senior Marketing Manager EMEAI
Dorothy Chong (Dot), with over 10 years of experience marketing for cutting-edge
SaaS technologies internationally, Dot has accumulated a wealth of experience in
strategic lead generation, field marketing and partner marketing. She is
currently the Senior Marketing Manager at Treasure Data for EMEA and India.
Read more
15.00 - 15.30 Coffee Break

Head to the Expo Hall to meet our sponsors, network with industry peers and
enjoy a coffee with a delicious snack prepared by ex-Nobu chef Tom Gore.

Load more
13.30 - 13.40 Opening Remarks
Our Host Nick Brice sets the stage for this Customer Experience Breakout Hall.

SPEAKER:



NICHOLAS BRICE

Soul Corporations
CEO
Nicholas Brice is our Guest Editor and CEO of Soul Corporations®. He is seasoned
managing consultant, speaker coach and masterclass facilitator. He has helped
deliver human-centred development and culture change programmes to achieve
customer and employee experience KPI outcomes for major brands including British
Airways, American Express, Unipart, Toyota, Wickes, Brighton and Hove Albion FC,
Tottenham Hotspur FC, Progress IT, Servier Pharmaceuticals. He is a triple
winner of National Training Journal Gold Awards, a winner of Engage Media Award
for Best Customer and Employee Engagement Programme and four times finalist.
Read more
13.40 - 14.00 Fireside Chat with Mark Kerr, Head of Customer Experience at BNP
Paribas
Mark joins us for an exclusive interview where we'll discover how he's
redefining customer experience at BNP Paribas Real Estate.

SPEAKER:



MARK KERR

BNP Paribas Real Estate
Head of Customer Experience
Customer experience professional, working with brands and organisations to
design, build and deliver transformational customer engagement strategies.
Analytical and data driven adept at using insights to tell customer stories and
influence policy decisions at all levels. Areas of specialism include data
analytics ( Qualtrics certification), customer journey mapping, voice of the
customer strategy, CRM, service design and real estate.
Read more
14.00 - 14.20 How to Improve Customer Satisfaction Across All Channels

In this session, Ryan will discuss how to use SurveyMonkey’s ‘Ask, Listen & Act’
framework to boost customer satisfaction and improve CX across all key channels.
Learn how to:

 * Ask the right questions to find out what matters most to your customers
 * Listen to your customers across all touchpoints to quickly resolve
   dissatisfaction
 * Take action to to positively impact key KPIs such as NPS, CSAT, and retention

SPEAKER:



RYAN SLADE

SurveyMonkey
Account Executive
Ryan is a dedicated account executive at SurveyMonkey, having worked with the
company for 3 years and 9 months. With a profound passion for mastering and
improving customer experiences, Ryan actively seeks opportunities to meet
customers, gather feedback, and shape future strategies. His commitment to
understanding customer needs and driving innovation makes them an invaluable
asset to the organization.
Read more
14.20 - 14.40 Fireside Chat on Building a Senior Career in CX with Leon Ellerton

With CX and customer expectations growing across all industries and sectors what
do senior CX leaders need to be equipped with to deal with an ever changing
sector?

For those starting out in their career in CX an opportunity to hear how many
mistakes are made along the way (so you don’t repeat them!)

SPEAKER:



LEON ELLERTON

Experian
Client Delivery and Customer Experience Director
I have a real passion for enabling and delivering Customer / Client Value and
Experience driving satisfaction and revenue which has been developed over 16
years across multiple industries. Working for some of these industries most
recognisable brands (Royal Bank Of Scotland, Kuoni GTA, Willis Towers Watson,
Experian) I have worked end to end across the value chain to drive enhanced
customer centricity and improvements that have a tangible impact to the Client
utilising both digital and technology solutions but also leveraging process and
engaging people.
Read more
14.40 - 15.00 A Digital-First Contact Centre for the CX Your Agents and Clients
Expect
Join Khoros and Swisscom for this 20-minute conversation to explore the current
challenges faced in moving towards a digital-first contact centre, how it can
save costs, improve your agents' performance and deliver a great customer
experience — on any channel of your customers choice.

SPEAKERS:



GRIGOR KOTZEV

Khoros
Head of Business Value Consulting
With 28 years in enterprise software and services, I have consistently driven
business impact for companies by refining and enhancing their digital customer
experiences. As a Global Business Leader, I have a track record of architecting
strategic solutions that align with business objectives, fostering sustainable
development and yielding significant returns on investment. My commitment to
customer-centric innovation has enabled me to cultivate strong relationships
within the industry, promoting a culture of continuous improvement and
excellence. I am passionate about cutting-edge technologies that empower
businesses in reaching their full potential in the digital landscape. Let's
connect and explore how we can drive your company's growth and success to the
next level.
Read more
15.00 - 15.30 Coffee Break

Head to the Expo Hall to meet our sponsors, network with industry peers and
enjoy a coffee with a delicious snack prepared by ex-Nobu chef Tom Gore.

Load more
13.30 - 13.40 Opening Remarks
Our Host Dave D'Arcy sets the stage for the CX Marketing Breakout Hall. 

SPEAKER:



DAVE D'ARCY

Laughing Leadership
Founder & Managing Director
With over 35 years in Customer Experience environments and 20 plus years in
Senior Leadership, there are few people better placed than Dave D’Arcy to shape
thought leadership. Having spent the last 7 years leading customer operations
for two world leading SaaS businesses, Dave recently took the step to Launch his
own business Laughing Leadership. This is a CX and Leadership consultancy with a
difference. Focused on how employee engagement first can drive highest levels of
customer experience.
Additionally, Dave is a globally award recognised CX leader and a current member
of the CXFO Power 100. 
He has extensive experience in public speaking and hosting and is normally on
standby with a humorous tale, there a reason why his business is Laughing
Leadership
Read more
13.40 - 14.00 Ella's Kitchen Case Study: Creating an Engagement Strategy to Meet
the Needs of Future Consumers

Ella’s Kitchen is a purpose lead, B Corp with a strong brand identity. Our
customer care team (Keeping families happy) are a small team with a big ambition
to increase engagement and build brand love. Our marketing team do an amazing
job of making us stand out on social, bringing the joy, providing support and
building hope, all with a kids first approach. But the customer journey only
begins with the content, through engaging to meet the needs of our ever changing
customer base we can build a community of brand advocates who feel connected,
understood and will fly the flag for Ella’s Kitchen.

SPEAKER:



REBECCA POWELL

Ella's Kitchen
Head of Customer Care
Rebecca Powell has been with Ellas Kitchen for 11 years and is a dedicated
employee. Rebecca is the head of customer service at the organization, which was
founded to encourage healthy feeding among newborns and young children.
Read more
14.00 - 14.20 Growing from experience: Why meaningfully different customer
experiences power superior brand growth

For the first time, we have applied Kantar’s market-leading brand growth measure
to create a unique way of evaluating experience. The result is a simple yet
game-changing way to understand how your experiences all contribute to growth
and what you must focus on to be successful.

SPEAKERS:



ADELE JOLLIFFE

Kantar
Head of Brand Consultants
Adele has 25 years of experience helping clients diagnose, plan and improve the
strength of their brand equity with consumers. She subscribes to a holistic view
of brand-building, hence her interest in how  customer experience and marketing
professionals could be unlocking more opportunities for mutual benefit.
 
Read more

PETER AITKEN

Kantar
Head of Customer Strategy & Insights
As Kantar's UK lead for Customer Strategy and Insight, Peter supports a
fantastic team of customer and employee experience strategists, designers, and
insights specialists. They love to use data to guide their clients in delivering
business-changing impact, achieving commercial and customer benefits. He also
co-leads the Customer Experience domain for Kantar UK. His team deliver
platform-based experience measurement programmes, with their research and
experience design expertise at the heart. 
Read more
14.20 - 14.40 Fireside Chat with Carl McCartney, Customer Experience Director at
Les Mills

...

SPEAKER:



CARL MCCARTNEY

Les Mills
Customer Experience Director
Carl McCartney is Customer Experience Director for Les Mills. Carl started his
Les Mills career as a National Trainer/ Presenter 20 years ago and has held a
number of key roles within both the global and UK business, including working in
both the German and Nordics markets and also working centrally as Global
Performance Development Director. This breadth of industry experience has
allowed Carl to build unparalleled expertise in the Health and Fitness industry.
He is dedicated to helping club partners build healthier businesses, working
with them to achieve their business goals and supporting member retention and
recruitment challenges.
Read more
15.00 - 15.30 Coffee Break

Head to the Expo Hall to meet our sponsors, network with industry peers and
enjoy a coffee with a delicious snack prepared by ex-Nobu chef Tom Gore.

Load more
13.30 - 13.40 Opening Remark

Our Host Brandie Deignan sets the stage for a Customer Service & Success
Breakout Room

SPEAKER:



BRANDIE DEIGNAN

Pier Health Group
Chief Executive Officer

In early 2021 Brandie joined primary care within NHS in general practice as
Chief Executive Officer. Prior to this role, Brandie was Managing Director at
Marco Pierre White Restaurants, cementing her c20 years’ experience in the
consumer service delivery industry across hospitality, retail and aviation.
Before her MD role, Brandie held senior leadership positions at British Airways
Plc, Tesco Plc, Whitbread, Travelodge and Hilton Hotels, where she started her
career as a graduate trainee and worked her way up.
A true trailblazer, Brandie was the first female MD to hold her MD role at MPW
Restaurants. As of 2020, Brandie was the first black female MD within branded
restaurant groups in the UK. Brandie was recently named as one of the top 15
BAME high fliers in travel and tourism industry, and was a finalist at the Black
British Business Awards, Senior Leader, Consumer and Luxury 2020. Brandie was
recently voted No 41 of the Top 50 listening leaders and also nominated in the
National Diversity Awards for positive role model, gender diversity.

Read more
13.40 - 14.00 Utilita Energy Case Study: The Transformative Power of Technology
This presentation explores the reimagining of customer strategies in the UK
energy market, focusing on the transformative power of technology. As the energy
landscape evolves, customers demand personalised experiences, transparency, and
innovative solutions. Hear how Utilita Energy have transformed to provide an
exceptional service to customers.

SPEAKER:



LOUISE WALSH

Utilita Energy
Chief Customer Contact Officer
Louise, a seasoned professional deeply entrenched in Utilita's values, who
embodies the company's mantra: always doing right by the customer. Having
kickstarted her journey in 2011 as a customer service advisor, she has navigated
her way up to the top echelons of the business, culminating in a comprehensive
understanding of every facet of the industry and the core needs of customers.
Previously Director of Sales Operations, Louise transitioned into the role of
Chief Customer Contact Officer in February 2022. This new position allowed her
to revolutionise Utilita's contact centres, leveraging her profound
understanding of the business, its operations, and most importantly, its
customers.
Read more
14.00 - 14.20 Watson Marlow Case Study: Delivering global success in customer
engagement

This session, hosted by Steve Lyon, Customer Engagement Specialist at Columbus,
and with participation from Andy Jones, Head of Sales Excellence & Governance at
Watson Marlow, delves into the delivery and successful user adoption of a
single, global, 650-user CRM platform across 38 countries for Watson Marlow, a
world leader in niche fluid technologies. Steve will also be joined on stage by
Toby Mankertz, Principal Business Transformation Advisor at Columbus. Toby and
the Columbus team worked with Andy and stakeholders from Watson Marlow on
identifying and prioritising the business value outcomes Watson Marlow was
seeking for their global CRM project. Together, Columbus and Watson Marlow
developed and delivered a successful change and engagement strategy focused on
user adoption to deliver real value from the IT investment. Join us as we
discuss:

- How focusing on business outcomes helped identify the organisational changes
required to ensure successful adoption of the CRM system

- How early and deep engagement with stakeholders across Watson Marlow took the
project out of IT and made it a ‘business’ project

- How building a business change network at all levels in Watson Marlow created
excitement and anticipation about the benefits the CRM system would bring

- How mixed multi-media and innovative approaches to communication succeeded
across cultures, teams and languages

- How the use of OKRs (Objectives and Key Results) ensured Watson Marlow focused
on the right actions at the right time.

Join Steve, Toby and Andy to find out more!

SPEAKERS:



STEVE LYON

Columbus
Customer Engagement Specialist
Steve has spent many years working with suppliers and customers delivering
customer engagement and experience solutions and programmes of change.
Read more

TOBY MANKERTZ

Columbus
Principal Business Transformation Advisor
Toby has more than 25 years of experience delivering successful engineering and
IT projects globally always with a focus on outcomes.
Read more

ANDREW JONES

Watson-Marlow
Head of Sales Excellence & Governance

Andrew has over 20 years experience leading customer service and sales teams to
deliver world class customer service, most recently leading a global project
team to deliver a global CRM and change management program.

Read more
14.20 - 14.40 CitySprint Case Study: Best In-Class Customer Service

CitySprint is the country’s largest National Same Day pick-up and delivery
company. We provide logistics solutions to various NHS Trusts, retailers,
engineering companies and eCommerce partners that need critical support to
transfer time-sensitive cargo. Our overall performance is built on excellent
customer service with our competent and highly skilled individuals working as a
team, to deliver first point resolution whatever the query. Within the last 12
months, we have invested heavily in training and upskilling our colleagues,
integrating teams and undergoing more stringent complaint analysis, all to
provide a more seamless customer service.

The business has also achieved the highest Trustpilot rating of any Same Day
National Logistics business in the UK with a score of 4.8 out of 5 stars. This
is also backed up with impressive progress made on service levels, quality of
service, customer satisfaction, and employee satisfaction, and has resulted in
CitySprint achieving a competitive advantage as a logistics solution provider
with fantastic customer service. We have an active award entry programme because
our customers value customer service excellence and we will showcase how we
position our submissions and achieve award successes.

SPEAKER:



ROSIE BAILEY

CitySprint
Customer and Commercial Director

Rosie is responsible for CitySprint’s customer engagement strategy, focusing on
attraction, acquisition, retention, and growth, and leading the Customer
Experience programme including marketing, contact centres and the customer
service organisation. Rosie also leads on pricing strategy, new business sales
and the account management & development of CitySprint’s account customer base.
Rosie is the sponsor for customer facing technology including the Salesforce CRM
platform and has also led multiple change and business process improvement
projects within the organisation. Rosie is part of the leadership team that in
2021 took CitySprint through a successful trade sale to Geopost Group, owners of
DPD. With over 25 years’ logistics experience, Rosie led the strategic account
management programme for the industrial and 3PL sectors at City Link before
joining CitySprint in 2013.

Read more
14.40 - 15.00 Can you turn negative customer experiences into engaged customer
relationships?

Service failures are an inevitable aspect of any business, yet when addressed
with precision and finesse, present a golden opportunity to forge stronger
connections with your customers and promote both brand advocacy and loyalty by
managing and compensating them effectively.

Astonishingly, after voicing a complaint, 52% of customers hold a more
favourable view of a business that adeptly manages their grievances. Moreover, a
well-handled complaint elevates the chances of customers returning to a company
or brand by a substantial 67%.

So, how can your business navigate these instances of dissatisfaction to fortify
customer relationships? In this session, we’ll delve into how to effectively
compensate unhappy customers to ensure your customers not only feel heard and
respected – but also transition from consumers into steadfast advocates.

SPEAKER:



LEONA HEYMERDINGUER

Blackhawk Network
Head of Customer Engagement Propositions

With 18 years of profound expertise in the enterprise market, particularly in
the domains of consumer acquisition, retention, loyalty, engagement and
compensation solutions, Leona emerges as a visionary and pioneering business
leader. Her dedication to nurturing customer relationships throughout their
entire lifecycle is fuelled by an unwavering passion. Leona boasts extensive
experience spanning diverse industries and exhibits a resilient commitment to
infusing the market with innovation, achieved through the artful simulation of
consumer behaviour and actions via ingenious, reward-centric solutions.

Read more
15.00 - 15.30 Coffee Break

Head to the Expo Hall to meet our sponsors, network with industry peers and
enjoy a coffee with a delicious snack prepared by ex-Nobu chef Tom Gore.

Load more
11.00 - 12.00 XpertRule: Decisions, Decisions, Decisions! Getting them wrong is
costing you time, money and customers but how can you get them right, every
time?

In this one-hour roundtable, hosted by XpertRule we will explore how to deliver
outstanding CX by harnessing the power of AI and human expertise.

Joined by partners Arvato, the interactive session will cover: 

 * The hype – what are the real opportunities and risks of using ChatGPT (or any
   other LLM) in your CX
 * The agent experience – how to manage the impact of new technology on them,
   how to super-charge their expertise and how to manage the ‘humans vs the
   robots’ worry
 * The customer experience – what’s currently wrong with customer interaction
   chains and how to fix them
 * Managing internal stakeholders – how to successfully integrate with existing
   tech and how to measure positive impact and report back to the business
 * Capitalising on existing assets – how to optimise your structured and
   unstructured data and use it intelligently to improve outcomes
 * Success stories - how other businesses with lots of customers and complex
   customer interactions have successfully transformed their CX

SPEAKERS:



ALEX BENTLEY

XpertRule
Chief Revenue Officer
Alex Bentley has a background in business and customer transformation. Over the
past 10 years, he’s held leadership positions in two B2B SaaS companies and is
passionate about finding simple, elegant solutions that apply innovative
technologies (such as generative AI) to deliver meaningful improvements to
business performance.  At XpertRule he has contributed to the creation of a new
software category - Decision Intelligence Platforms, and his clients include a
European telecom provider that successfully migrated 60% of all inbound customer
self-service calls to self-service digital channels whilst simultaneously
improving C-Sat scores.  And a life sciences company that delivered a threefold
improvement to productivity. Prior to XpertRule, Alex was part of the management
team at Blue Prism (a global Robotic Process Automation software vendor), where
he established the global partner program and had responsibility for
globalization; managing expansion into 8 new geographies across EMEA, APAC and
the Americas.
Read more

MIKE STEWART

Arvato
Head of Intelligent Automation
Mike Stewart has 30 years public sector experience and has worked within
Intelligent Automation for the past 10 years. Mike created Arvato CRM Solutions
automation centre of excellence and has been responsible for designing and
delivering intelligent automation solutions for some of the worlds most
respected brands, as well as innovative public sector clients. He works with a
number of clients, including Fremantle, BMG, Hertfordshire County Council and
Neath Port Talbot Council, to deliver a vision for digital transformation and
automation which directly aligns with their strategic objectives and the
outcomes they want to deliver for those that matter most.  Recently, Mike's been
working with Wales Air Ambulance Charity as their digital transformation partner
to help them raise funds more effectively and reduce their environmental impact,
by transforming and future-proofing their systems. This has saved them time,
reduced costs by up to 95%, and allowed their employees to focus on more
value-added tasks.”
Read more
11.00 - 12.00 Win Big With Gen AI. From Buzzwords to Breakthroughs: Making Genai
Work for Your Customer Service

In the ever-evolving customer service landscape, staying ahead of the curve is
imperative for organizational success. Harnessing the power of generative AI has
emerged as a game-changing strategy, promising to transform customer service
from mere buzzwords to groundbreaking advancements. 55% of organizations
reported increasing investment in GenAI since it surged into the public domain
10 months ago, Gartner reported in Oct 2023. In fact, Frances Karamouzis,
Distinguished VP Analyst at Gartner, said: “Organizations are not just talking
about generative AI – they’re investing time, money, and resources to move it
forward and drive business outcomes…Generative AI is now on CEOs’ and boards’
agendas as they seek to take advantage of the transformative potential of this
technology.” Join this Freshworks event as we explore how generative AI is
disrupting the market, delivering impact, and revolutionizing the customer
service industry. In this event, you’ll learn:

 * Power and possibilities of GenAI in customer service
 * Biggest challenges in adopting GenAI Freshworks’ approach to GenAI
 * Introducing Freddy AI, Freshworks’ native AI engine
 * Real-world customer stories
   
   

SPEAKERS:



CALLUM LEWIS JONES

Freshworks
Customer Experience Lead

Callum is Freshworks' Customer Experience Lead.

Read more

MATT BRAMLEY

Freshworks
Senior Solutions Engineer
Matt is a seasoned Senior Solution Engineer at Freshworks, leveraging his
expertise to enhance customer technology experiences. With over 5 years in the
technology industry, he has consistently focused on improving customer
experiences through innovative solutions. Matt's extensive knowledge and
experience in sales engineering have positioned him as a trusted advisor, always
striving to bridge the gap between customer needs and cutting-edge technology.
His unwavering commitment to driving customer success continues to make a
profound impact in the industry.
Read more
11.00 - 12.00 From Survey to Signals: Increasing Response Rates & Other Signals
Are you plagued with low and reducing response rates? Today we are bombarded as
consumers & business people with requests for our feedback, our opinion. We get
requests for product feedback, how was our experience, what do we think about
this, that and the other. Every company is sending surveys. How do we stand out?
How else can we collect feedback? Join the team from Medallia as we discuss
proven methods for increasing survey engagement and the ways we can analyse
other interactions from customers.

SPEAKER:



LISA GARTHSIDE

Medallia
Director, Professional Services
Lisa joined Medallia in 2019. Since then she has advised a range of companies
across sectors on driving change & building cultural transformation through
listening to the customer. Lisa's focus is on driving true customer centricity
and true business improvement.  
Read more
13.40 - 14.40 Harness the Power of Enterprise AI Today: Bringing Generative AI,
Emotion AI, Knowledge AI and Conversational AI together into a platform to win

AI is being hailed as a trusted co-pilot when it comes to creating engaging
customer and employee experiences, but what are the best-practices for building
an effective roadmap that identifies, evaluates and prioritises high-value
use-cases?

As this technology becomes more powerful, every part of the enterprise that
impacts the customer will be disrupted. We believe AI should be invisible,
immersive, and enabling—and that it should make the enterprise more human.

Join Uniphore as we demonstrate how to establish and build-out business
use-cases, and how to leverage multi-modal AI to underpin and unlock the true
value of your customer and employee experience initiatives.

SPEAKER:



JONATHAN MYERS

Uniphore
Sales Director
Experienced Enterprise Sales Executive with a demonstrated history of working in
the telecommunications industry. Skilled in Session Initiation Protocol (SIP),
Multiprotocol Label Switching (MPLS), SD-WAN, Unified Communications as a
Service (UCaaS), Contact Center as a Service (CCaaS) and Software as a Service
(SaaS).
Read more
13.40 - 14.40 Navigating the Transformative Power of Genai for Customer Service

Join Freshworks as we delve into the transformative power of Artificial
Intelligence (AI) for customer service. The world of customer organization
center technology is rapidly evolving, where AI stands at the forefront of
revolutionizing customer and employee experiences. These next generation
solutions boast radical improvements in productivity, process standardization,
and cost reduction. They will also have serious implications on how work gets
done in the customer service organization and how leaders should plan for the
future. Our panel of customer service and AI leads will go beyond the AI hype
and will focus on a deep-dive into their real-world experiences, challenges met,
strategies created, and best practices adopted. You will learn:

 * Use cases where AI is transforming customer and employee experiences at scale
 * Evolving perceptions of AI in building service excellence
 * Practical steps to evaluate AI providers
 * Best practices to get started with AI for customer service
   
   

SPEAKERS:



MATT BRAMLEY

Freshworks
Senior Solutions Engineer
Matt is a seasoned Senior Solution Engineer at Freshworks, leveraging his
expertise to enhance customer technology experiences. With over 5 years in the
technology industry, he has consistently focused on improving customer
experiences through innovative solutions. Matt's extensive knowledge and
experience in sales engineering have positioned him as a trusted advisor, always
striving to bridge the gap between customer needs and cutting-edge technology.
His unwavering commitment to driving customer success continues to make a
profound impact in the industry.
Read more

JACK GAYLOR

Freshworks
CX Account Lead
Account Executive with a track record of developing, closing and growing client
opportunities from the ground up in competitive industries.
Read more

JAMIE GAMBLE

Freshworks
CX Account Lead
A sales professional with a background in SaaS, selling ITSM, CX and CRM
solutions. Native English and fluent German speaker, with experience working in
German and English speaking sales and marketing roles. Experience generating new
business pipeline, running the full sales cycle and account management. Also
experience in interviewing, hiring and coaching BDRs.
Read more
13.40 - 14.40 The Gamification Game: Happy Agents = Happy Customers = Happy
Business

In this session, we're not just going to discuss gamification in contact
centres, we'll experience it first hand through playing "The Gamification Game: 
Happy Agents = Happy Customers = Happy Business." Agents are the greatest asset
in a Contact Center. A lot is demanded from them, both from the business and the
customer. Are we really doing enough to motivate agents? Gamification is
becoming more and more prevalent in today's world - get it wrong and it'll have
the opposite effect. Get it right and you have an engaged, motivated, and
inspired community of agents. Being a call centre agent is notoriously
challenging. As a resource, they are tightly managed to ensure the business can
meet contact demand. As a point of contact for the customer, they can often feel
the brunt of customers' raw emotions. It's all in a day's work for an agent!
There needs to be more to it though. Agents will burn out, resulting in high
absence levels and high attrition rates. How can we make this fun? Gamification
is often just a buzz word for giving someone a 'gold star' when they've
performed well, but there's a real opportunity to use gamification theory to
build a comprehensive reward and recognition program that truly invests in that
greatest Contact Centre asset. In this session, we'll discuss gamification
theory including:

 * How to design a gamification program
 * Implementing and Evaluating a gamification program
   
   

SPEAKER:



CHRIS MOUNCE

Evaluagent
Quality and Coaching Specialist

Chris Mounce is an award-winning Quality and Coaching Specialist who is
passionate about sharing his expertise with the world.  With a deep love of all
things QA and coaching, Chris has dedicated his career to helping businesses,
teams and individuals reach their full potential.  Chris brings a wealth of
knowledge and experience to the stage.  His focus on digital training,
technology and coaching sets him apart as a thought leader in the industry and
his insight are invaluable for audiences of all backgrounds.

 

Read more
13.40 - 14.40 Generative AI is still just chat. Let’s talk about true
MultiSensory AI

This roundtable is great if you are supporting a customer base that has to
interact with physical equipment or objects in the real world. Are you
interested in having a chatbot that can see, or a generative AI solution that
can give visual guidance?

Come join this session and learn how Fortune 100 companies are building
interactive multisensory virtual agents. Are you interested in MultiSensory AI
that can not only chat, but see, hear, talk, understand, guide & instruct?

This roundtable will provide first-party insights into consumer adoption and
expectations of AI in service, an exploration of the challenges and
opportunities of AI, and introduce Sophie AI, the world's first fully automated
AI customer service agent that can interact with customers and agents, just like
a human, but at a fraction of the cost. Attendees will gain insights into the
state of the art in AI technology, specific use cases in customer service,
customer readiness for AI-driven service, and how Fortune 100 companies are
building interactive multisensory virtual agents today!

Are you interested in MultiSensory AI that can not only chat, but see, hear,
talk, understand, guide & instruct?

Ideal for companies with digital transformation projects, companies looking to
automate customer service to save costs, and anyone looking to use AI to improve
customer satisfaction.

SPEAKERS:



JON BURG

Techsee
Head of Strategy (Marketing)
I help the world's top brands adapt to the changing technology landscape,
building better marketing and customer relationships.
Read more

MARCIO RODRIGUES

TechSee
Vice President of Strategic Sales

Marcio Rodrigues is a trailblazing visionary at the intersection of AI,
innovation, and next-generation service. With a relentless passion for pushing
the boundaries of technology and transforming the way we interact with the
world; Marcio Rodrigues has become a driving force in shaping the future of our
digital landscape. As a pioneer in artificial intelligence, Marcio Rodrigues has
harnessed the power of AI to create ground-breaking solutions that not only
enhance efficiency but also deliver unmatched experiences. With a relentless
drive to push the boundaries of what's possible, Marcio Rodrigues is a true
catalyst for change, not only shaping the future but also inspiring others to
join the quest to unlock the immense potential of AI, foster innovation, and
usher in the era of next-generation services that will redefine the way we live,
work, and play.

Read more
11.00 - 12.00 Decoding the intelligent heart of customer experience with AI

Embrace change with AI as we delve into its transformative role in customer
experience. 

The era of AI, with its dynamic problem-solving capabilities, is changing the
game. From making interactions more efficient to reducing bottlenecks, its
potential seems limitless. 

Join a roundtable exploring AI's role in CX enhancement, the synergy of AI and
human touch, and strategies to navigate rising customer expectations. Unveil the
vast possibilities of an AI-integrated CX journey and elevate experiences.

 

 

SPEAKER:



MATTHIAS GÖHLER

Zendesk
Chief Technology Officer, EMEA
Matthias Göhler joined Zendesk in October 2021 as EMEA Chief Technology Officer.
As a regional CTO, he leads the development of Zendesk´s vision for innovation
in customer experience based on the needs of EMEA customers. He is passionate
about helping brands realise their goals for market-leading customer experiences
that can build deeper customer relationships and brand loyalty. Matthias has
more than 20 years of experience in technology and SaaS industries.
Read more
Load more

> “The event is great and produced to a very high standard. A wide range of
> organisations sharing best practice in a practical and accessible manner. A
> highly professional event”





HEADLINE SPONSOR


x
Visit Website
The best customer experiences are built with Zendesk. Zendesk’s powerful and
flexible customer service and engagement platform scales to meet the needs of
any business, from startups and small businesses to growth companies and
enterprises. Zendesk serves businesses across a multitude of industries, with
more than 125,000 paid customer accounts offering service and support in more
than 30 languages. Headquartered in San Francisco, Zendesk operates worldwide
with 15 offices in North America, Europe, Asia, Australia, and South America.

--------------------------------------------------------------------------------


PARTNERS


x

Freshworks provides innovative customer engagement software for businesses of
all sizes, making it easy for teams to acquire, close, and keep their customers
for life. Freshworks SaaS products provide a 360-degree view of the customer,
are ready to go, easy to use and offer quick return on investment. Headquartered
in San Mateo, USA, Freshworks 3,000+ team members work in offices throughout the
world.

For more information visit www.freshworks.com.

x

SurveyMonkey is a global leader in online surveys and forms that empowers people
with the insights they need to make decisions with speed and confidence. Our
fast, intuitive feedback management platform connects millions of users
worldwide with real-time AI-powered insights that drive meaningful decisions. We
provide answers to more than 20 million questions every day so that people and
organizations can attract new audiences, delight customers, create advocates,
and extend their competitive advantage in the marketplace. Our vision is to
raise the bar for human experiences by amplifying individual voices. Learn more
at surveymonkey.com.

x
Visit Website
 
Khoros' award-winning enterprise software makes it easier for complex brands to
engage with customers at scale across all digital, social, and brand-owned
channels. Whether it's for service and support, communications, or sales, the
solutions powered by advanced automation and AI unlock more consistent,
personalized, and helpful omni-channel interactions between brands and their
audiences. Backed by the leading investment firm Vista Equity Partners, Khoros
serves 2,000 of the world's most reputable companies, including a third of the
Fortune 100, and consistently receives recognition as a Best Place to Work. 
x

Visit Website

Verint is “The Customer Engagement Company.” We help organisations simplify and
modernise the way they engage customers through their contact centre, branch,
back office and marketing departments. Our market-leading broad portfolio of
cloud and hybrid solutions is designed with the latest artificial intelligence
and advanced analytics technologies to deliver greater automation and shared
intelligence that drives real business impact. Verint is your partner to make
customer engagement a strategic advantage and a strong competitive
differentiator for your organisation.

x Kantar is the world’s leading data, insights and consulting company. We
understand more about how people think, feel, shop, share, vote and view than
anyone else. Combining our expertise in human understanding with advanced
technologies, Kantar’s 30,000 people help the world’s leading organisations
succeed and grow.
x

We know that creating happy and healthy working environments result in great
customer service.

We call agents “surfers” in our platform. Contacts come in waves, and surfers
are the ones navigating these waves. We’re providing them with the tool to be
able to do this: Surfboard.

x

At Ipsos, we are passionately curious about Society, Markets and People. “Game
Changers” – our tagline – summarises our ambition: to provide true understanding
and make our changing world easier to navigate, so that our clients can make
faster, smarter and bolder decisions.

x
Our research capabilities are deeply rooted in our proprietary Maru/HUB
platform, which powers our research worldwide. From multi touchpoint Customer
Experience (CX) and Customer Experience Management (CEM) to Panel Communities
and on, HUB allows multiple data streams to be integrated into a single
ecosystem, facilitating the real-time analysis of behavioral, transactional and
attitudinal information to deliver insights at speed.
x
Visit Website
 
For over 10 years, EvaluAgent have been helping contact centers across the globe
to dramatically improve their Quality Assurance capabilities through our
award-winning AI-powered Quality Assurance and Performance Improvement platform.
x
Visit Website
 
Ada is the world’s leading customer service automation company. Built for
support teams, Ada’s AI-powered customer service automation platform helps
enterprises effortlessly resolve their customer inquiries in any language or
channel. Since 2016, Ada has powered more than 4 billion automated customer
interactions for brands like Meta, Verizon, AirAsia, Yeti, and Square. Born in
Toronto, Ada serves companies and their customers worldwide.
x
Visit Website
 
CommBox’s autonomous communication platform combines the latest technology and
proven best practices to provide an efficient and satisfying experience for your
customers and employees. Whether you have costly human-heavy operations or
already provide service via digital channels, CommBox gives you the flexibility
to direct as many customer communications to digital as you choose, while
keeping human agents available for more complex issues. By automating
repetitive, common, and predictable inquiries and processes, you'll see
significant cost savings, improved employee retention, and increased customer
satisfaction.

Our solution: 
•    The platform is driven by a powerful combination of advanced AI, deep
automation, intelligent  MasterBotsTM, and unified, smart communications
management
•    For human-driven operations, it enables diverting 50% of communications to
digital and automating 50% of repetitive inquiries and processes - also known as
the CommBox 50-50™ Rule
•    The platform empowers agents through a unified interface to manage all
communications
•    It delivers AI-driven insights and supports with bot-assisted actions,
resolving customer needs quickly, accurately, and without any friction.
•    It enables more and more customer communications to be automated, powering
greater customer satisfaction, higher efficiency, faster and smarter outcomes,
and business growth
We are committed to bringing brands and customers together in a natural,
outcome-driven way, helping businesses to achieve their goals and exceed the
expectations of their customers.
x
Visit Website
 
Omnichannel automation platform for APIs, service & marketing.
Application software and APIs to automate and personalize every touchpoint with
your customer across SMS, Voice & WhatsApp.
x
Visit Website

At Columbus, we can help you strategically create the ideal experiences. One
that can anticipate and exceed customer expectations. One that remains
consistent throughout their customer journey. One that they’ll remember. We’ve
been helping companies of different sizes and industries revamp their CX and
boost engagement for over 30 years. And we’re ready to help yours.

x
Visit Website
 
Nutun CX delivers advanced customer experience solutions, through world-class,
employee centric, omni-channel contact centres.
 
We are your brand ambassadors. Our team in South Africa will become an extension
of your business with specific solutions tailored to your values and culture. We
offer a full customer experience and quality-orientated approach with a
dedicated Nutun team immersed in your brand and products.
x
Visit Website
 

Creatio is a global vendor of one platform to automate industry workflows and
CRM with no-code and a maximum degree of freedom. Millions of workflows are
launched on our platform daily in 100 countries by thousands of clients. Genuine
care for our clients and partners is a defining part of Creatio’s DNA.

Creatio offerings include a no-code platform (Studio Creatio), CRM applications
(marketing, sales and service), industry workflows for 20 verticals and
marketplace add-ons. We help our customers digitize workflows, enhance customer
and employee experiences, and boost the efficiency of commercial and operational
teams. Creatio is recognized as a Leader and Strong Performer in multiple
Gartner and Forrester reports. Creatio products receive raving end-user reviews
on peer- to-peer portals.

Our customers enjoy the freedom to own their automation. Freedom is provided
through unlimited customization, the ability to build apps without a line of
code and a universe of ready-to-use templates and connectors. Our platform
empowers knowledge workers to build applications with no-code while increasing
organizational capacity.

We believe in genuine care. We build sincere relationships with our clients and
partners by giving a hand first and then thinking about business, communicating
transparently and openly, and listening, adjusting and bringing value.

Creatio is headquartered in Boston, MA. We have 700 employees in six offices and
a local presence in 14 countries. Creatio has long-lasting relationships with
some of the world’s most successful organizations including AMD, Bayer, Kraft
Heinz, Visteon, Société Générale Group, BNP Paribas Group and many others.
Creatio partners with 700 GSIs and local integrators.

Our culture is about genuine care for our clients and partners, passion, going
the extra mile and staying positive.

x
Treasure Data Customer Data Cloud helps enterprises use all of their customer
data to improve campaign performance, achieve operational efficiency, and drive
business value with connected customer experiences. Our suite of customer data
platform solutions integrates customer data, connects identities in unified
customer profiles, applies privacy, and makes insights and predictions available
for Marketing, Service, Sales and Operations to drive personalized engagement
and improve customer acquisition, sales, and retention.
Treasure Data is trusted by hundreds of Fortune 500 and Global 2000 companies,
has won numerous awards, and has been named a strong performer and leader by top
analyst firms. Headquartered in Mountain View, CA, Treasure Data has offices in
Japan, South Korea, United Kingdom and France to help leading brands around the
world make the connection. To learn more, visit www.treasuredata.com.
x
Visit Website

Cyara revolutionizes the way businesses transform and optimize their customer
experiences.

Cyara’s award-winning AI-based CX Transformation Platform empowers enterprises
to deliver flawless interactions across the widest array of customer
communication channels, assuring voice, video, digital, and chatbot experiences.
With coverage in over 80 countries and 200+ points of presence, Cyara supports
the entire CX software development lifecycle, from design to functional and
regression testing, load testing, and production monitoring – eliminating
time-consuming and error-prone manual testing of contact centers and unified
communications platforms, and enabling businesses to  improve customer journeys
through continuous innovation while reducing cost and minimizing risk. With a
96% customer retention rate and world-class Net Promoter Score (NPS), today’s
leading global brands trust Cyara every day to deliver customer smiles at scale.

x
Visit Website
 
Global branded payment technology that keeps you moving forward
 
BHN believes positive experiences are the heartbeat of a thriving customer
relationship. Transactions are meaningful touchpoints that consistently deliver
value. Our portfolio of services and solutions keeps you ahead of the curve,
enabling you to provide intentional experiences that drive awareness,
acquisition, conversion and retention.
 
Our innovative solutions are rooted in global customer data and tested to ensure
our partners' continued success. From advanced APIs to next-gen payment
technology, BHN empowers brands to reimagine consumer interactions as positive
engagements.
x
Visit Website

Medallia is the pioneer and market leader in customer, employee, citizen, and
patient experience. As the No. 1 enterprise experience platform, Medallia
Experience Cloud is the experience system of record that makes all other
applications customer and employee aware. The platform captures billions of
experience signals across interactions including all voice, video, digital, IoT,
social media, and corporate-messaging tools. Medallia uses proprietary
artificial intelligence and machine learning technology to automatically reveal
predictive insights that drive powerful business actions and outcomes. Medallia
customers reduce churn, turn detractors into promoters and buyers, create
in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting
business decisions, providing clear and potent returns on investment.

x
Visit Website
Moveo.AI is an enterprise-grade platform that transforms data into
self-improving conversational AI agents that go beyond customer support. By
leveraging the capabilities of Generative AI, Moveo painlessly ingests
unstructured data sources, allowing enterprises to easily automate any business
process, all while minimizing setup costs.
x

Visit Website 

EXL (NASDAQ: EXLS) is a leading customer management, data, analytics and digital
operations and solutions company that partners with clients to improve business
outcomes and unlock growth. By bringing together deep industry knowledge and
expertise with robust data, powerful analytics, cloud, artificial intelligence
(“AI”) and machine learning (“ML”), we create agile, scalable solutions and
execute complex operations for the world’s leading corporations. Focused on
driving faster decision-making and transforming operating models, EXL was
founded on the core values of innovation, collaboration, excellence, integrity,
and respect. Our UK/Europe headquarters are in London, our team is over 43,100
strong, with more than 50 locations spanning six continents. 

x

Predictive and Generative AI for Customer Support Protect your brand experience.
Predict and prevent customer escalations. Observe and act on the voice of the
customer in real time.

x

XpertRule is a software business, founded by AI and engineering pioneers, that
creates exceptional technology, to solve the most complex process challenges. We
create more sustainable businesses with improved performance against cost,
quality, delivery and experience metrics by deploying our advanced decision
intelligence solutions - Viabl.ai and XpertFactory.ai - allowing businesses to
harness the power of their two most valuable assets – the expertise of their
people and the predictive analytics in their data.

To learn more visit www.xpertrule.com

x

Assist Digital is a leading digital transformation company, specializing in
helping organisations optimize Customer Experience and Digital Transformations.
With a global presence, Assist Digital has over 4000 professionals and customer
care agents. We are experts in Automation, AI, RPA Design and Development,
System Integration, Data Management, Cloud Service Management, and Customer
Operations. Assist Digital provides end-to-end services for the complete
customer life cycle, leveraging a powerful blend of human and technical
capabilities to create a seamless and engaging digital experience. Our client
base is diverse across many sectors, including Energy, Telecommunications,
Media, Insurance, Entertainment, Automotive, Finance, Retail, Travel, and
Tourism. By partnering with Assist Digital, organisations can achieve digital
transformation and streamline their customer interactions, resulting in enhanced
efficiency, improved customer satisfaction, and increased revenue. Assist
Digital’s innovative ideas and deep expertise in CX services make us a trusted
partner for organisations looking to stay ahead of the curve in the digital age.

x

Website: www.webex.com

Webex by Cisco is a leading provider of cloud-based collaboration solutions
which includes video meetings, calling, messaging, events, customer experience
solutions like contact center and purpose-built collaboration devices. At Webex,
our focus on delivering inclusive collaboration experiences fuels our
innovation, which leverages AI and Machine Learning, to remove the barriers of
geography, language, personality, and familiarity with technology. Learn more at
webex.com

x

Helvia.ai is committed to transform communication for companies by harnessing
the power of Language AI. At helvia.ai we believe that Artificial Intelligence
is the key to unlocking the modern world of information. Leveraging Generative
AI and Large Language Models (LLMs), such as GPT-4, our products help companies
interact with their customers and employees in a more efficient and engaging way
than ever before.

x As AI becomes more powerful, every part of the enterprise that impacts the
customer will be disrupted. We believe this technology should be invisible,
immersive, and enabling—and that it should make the enterprise more human.
Uniphore is the first built-for-scale, AI-native company that infuses AI into
every part of the enterprise experience. Our enterprise-class multimodal AI and
data platform unifies all elements of voice, video, text and data. We leverage
Generative AI, Knowledge AI, Emotion AI and workflow automation together as your
trusted co-pilot. That’s enterprise AI from Uniphore—the catalyst for the
world’s most engaging customer and employee experiences.
x Quantum Metric is the customer-centered digital analytics platform for today’s
leading organizations. Providing a simplified approach to monitor, diagnose and
optimize the digital journeys that matter most, the Quantum Metric platform
offers in-depth customer understanding, quantified and tied to core business
objectives. Today, Quantum Metric captures insights from 40% of the world’s
internet users, supporting global brands across every industry to get to the
heart of their customer, with greater speed and efficiency. For more information
about Quantum Metric, visit www.quantummetric.com.
x
Visit Website
We work with the world’s leading brands to deliver visual CX as an essential
part of their digital transformation strategies. Using TechSee, our customers
enhance brand loyalty, reduce operational costs, and increase employee
engagement.


x

An independent growth consultancy that, since 1999, has helped brands and
businesses pioneer on behalf of customers. 
Being customer -led is not just doing what customers ask. It’s understanding the
problems they need to solve or the outcomes they want, then finding new and
better solutions. 
This is the foundation of sustained success.
We work across three practice areas critical to becoming and remaining a
successful Customer Pioneer:
•    Customer Strategy 
Understand what really matters to customers and make better strategic choices
•    Customer Experience 
Design and embed experiences that continually make things better for customers
•    Customer-led Transformation 
Set a whole organisation up, systematically and culturally, to become a
customer-led success

x

Brainfish helps your customers answer their own questions instantly, using
personalised AI search. Brainfish transforms your existing customer content into
an intuitive AI-help center, and then shows you through smart analytics what
your customers are really looking for. As a trailblazing Australian AI CX
Company, Brainfish stands at the frontier of customer support innovation,
helping businesses process more customer inquiries, with superior quality, and
at an unmatched speed.

x Isn’t it time enterprise AI became something more than just talk? Amelia takes
AI from experimental to exceptional for today’s enterprises by accelerating
time-to-value, reducing total cost of ownership and increasing the total value
created through our market-leading AI solutions. By partnering with Amelia, your
business can Build with AI, Experience with AI and Optimize with AI in a unified
platform that is powered by the latest advancements in Conversational AI and
Generative AI.

--------------------------------------------------------------------------------



LOOKING FOR SPONSORSHIP OPPORTUNITIES?

FIND OUT MORE



VENUE DETAILS


THE BREWERY

52 Chiswell Street, London, EC1Y 4SD




TICKET OPTIONS

MOST POPULAR

SINGLE TICKET

 * Single Ticket
 * Free Ticket Applicable for Senior Individuals Working in Customer Engagement
 * Not Relevant to Suppliers/Vendors to the Industry
 * 3 Halls of Case Study Content
 * Event Networking
 * Interviews

 * Panel Debates

 * 1-2-1 Meetings
 * Focus Group
 * Lunch Provided
 * After-Event Drinks
 * Registrations are subject to approval

FREE

Register

SUPPLIER TICKET

 * For Suppliers 
 * 3 Stages of Quality Content
 * Networking and Commercial Opportunities 
 * Interviews
 * Panel Debates
 * Networking Opportunities 
 * Lunch Provided
 * After-Event Drinks
 * Registrations are subject to approval

£1,495

Register


INTERESTED IN ATTENDING THE CUSTOMER ENGAGEMENT SUMMIT?

Download the event brochure.

DOWNLOAD NOW
linkedin-in icon twitter icon

 * OUR BRANDS
   
   * Engage Customer
   * Engage Employee
   * Engage Sales
   * Engage Martech
   * Engage Awards
   * Engage B2B Awards
   * Engage Fifty

 * LEGAL
   
   * Privacy Policy
   * Terms & Conditions
   * GDPR
   * Covid-19 Policy
   * Cookies Policy



Copyright © 2023, Engage Business Media Ltd